Senior Field Service Technician (Industrial Inkjet Printing)

Tourmaline Enterprises • Temecula, CA

2d • $30 - $40 • Onsite

About The Position

Tourmaline Enterprises is seeking a Senior Field Service Technician who will be a hands-on, in-the-field expert and also take the lead in building out their growing service team. This is fundamentally a field-based role where the majority of time is spent on-site troubleshooting, installing, and maintaining industrial inkjet printing equipment for customers. This role is paired with senior-level responsibility for mentoring junior technicians, shaping department structure and standards, and supporting hiring as the team scales. The technician will be responsible for a broad range of tasks, from complex troubleshooting to equipment setup, ensuring utmost customer satisfaction, while demonstrating deep technical and electrical expertise and driving the department's growth and expansion aligned with the company's objectives. Regular travel to customer sites is required and can often be early mornings or late evenings depending on client production cycles and hours of operation. This position requires an experienced, self-directed professional with a great attitude, sharp troubleshooting instincts, and a sincere desire to solve customers' challenges - plus the maturity and communication skills to train, mentor, and help lead a team of field technicians. The ideal candidate will want to help shape a growing service department, with direct input into hiring, training, and process as the team expands. Internal training will be provided on the specifics of their equipment, processes, and SOPs.

Requirements

• High school diploma or equivalent required; Associate's degree or technical/trade school certification in electronics, electromechanical technology, or a related field required
• Minimum 5-7 years of field service or technical support experience with progressive responsibilities required, including hands-on work with industrial equipment (industrial inkjet printing, coding & marking, or related manufacturing/packaging equipment strongly preferred); at least 1-2 years in a lead, mentor, or training capacity required
• Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting
• Requires ability to occasionally lift up to 25lbs
• Mechanically inclined with the ability to use basic hand and power tools
• PC literate and experienced with Microsoft 365 (Outlook, Word, Excel)
• Ability to read, understand, and comprehend documents such as procedure manuals
• Ability to speak effectively and interact with clients on the phone, via email, text, zoom or facetime as well as internal team members and leadership
• Able to work with a high degree of integrity within a fast-paced environment and promote a positive company image

Nice To Haves

• Natural problem solver who enjoys identifying ways to make improvements

Responsibilities

• Serve as the go-to person for all technical-related issues, driving excellence and innovation within the department.
• Possess hands-on experience with tools and exhibit a solid technical and electrical background.
• Actively participating in the assembly of items and the repair of printers
• Take the lead in educating and training internal employees, including sales and customer service teams, on equipment functionality and usage by conducting engaging and informative technical training sessions.
• Act as the primary liaison between the technical department and marketing, ensuring seamless collaboration and feedback loops.
• Engage with customers daily through various communication channels including phone, email, video, and in-person meetings to deliver unparalleled technical support.
• Conduct on-site visits with clients, averaging 3-5 times per month, ensuring effective problem resolution, and fostering client trust.
• Document and implement new departmental processes that drive efficiency and excellence.
• Regularly review and refine existing processes to align with evolving business needs and industry best practices.
• Provide weekly updates to the Operations Manager, offering insights, challenges, and progress reports on departmental goals and customer interactions.
• Assist in the onboarding and technical training of new Field Service Technicians as the department scales, ensuring consistent skill development and adherence to Tourmaline standards.
• Mentor and provide day-to-day technical guidance to junior Field Service Technicians, serving as the escalation point for complex, first-time, or critical field issues.
• Establish and maintain service protocols, quality benchmarks, and performance standards for the field service team.
• Perform other related duties as assigned.

Benefits

• Hourly Pay Range: $30-$40 per hour commensurate with experience
• Travel and business expenses reimbursed
• Employer-sponsored health benefits available, including 50% employer contribution toward a Bronze-level medical plan (with the option to buy up to higher-tier plans at the employee's cost), plus optional dental and vision coverage (employee-paid).
• Paid Holidays
• Floating Holiday
• Social Security Paid by Company (restrictions apply)
• PTO Program
• Professional Training & Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED