Senior Field Service Technician
About The Position
Services and repairs a variety of office equipment at customer locations, typically within a defined geographic area. Specializes in a core set of highly complex office products and may serve as a team lead or coordinator. The role requires one industry certification and includes advanced technical support, training, territory management, customer service, and revenue-generation activities. The technician works with minimal supervision and may assume Field Technology Service Manager responsibilities as needed. The position involves extensive travel between customer locations, usually by automobile, with possible walking territories in limited urban areas. Work may require travel in varied weather, shift work, overtime, standby, or on-call availability. The technician regularly interacts with customers, dispatch, parts staff, sales partners, and the Field Service Manager. Physical demands include moving equipment weighing up to 400 pounds on wheels, lifting and carrying up to 50 pounds, carrying tool cases weighing 25–50 pounds, and frequent walking, standing, bending, reaching, stooping, squatting, and kneeling. Work also involves frequent exposure to chemical solvents and cleaners and potential minor cuts and burns.
Requirements
- High-level technical skills, typically gained through completion of technical school and at least 3 years of related experience.
- At least 2 years of experience as a Technology Service Consultant I.
- One industry certification.
- At least 2 years of sustained performance at the meets-or-exceeds level.
- Valid state driver's license and minimum auto insurance coverage required by company policy for positions involving extensive use of a personal vehicle on company business.
- Excellent working knowledge of electro-mechanical devices and electronics.
- Expert knowledge of assigned equipment and a methodical approach to problem-solving.
- Strong interpersonal and verbal communication skills.
- Excellent customer service and follow-up skills.
- Ability to read and comprehend technical manuals, parts books, and other technical publications.
- Ability to travel extensively, work in varied weather, and meet the physical demands of equipment servicing, including lifting and carrying tools and equipment.
Responsibilities
- Service and repair a core set of highly complex office products, including diagnostics, installation, removal, retrofits, troubleshooting, and component repair or replacement.
- Manage territory, inventory, customer relationships, call handling, and required administrative tasks.
- Provide second-level technical support to other technicians.
- Meet productivity expectations for assigned workload and experience level.
- Identify and pursue revenue-generating opportunities, including supply, contract sales, network support, equipment, and print assessment leads.
- Complete assigned technical training on new equipment and demonstrate required digital competencies.
- Conduct on-the-job training for new and experienced technicians and technical seminars as required.
- Serve as a professional role model and positive influence within the team, and proactively seek improvements.
- Assume Field Technology Service Manager responsibilities as required.
- Work with sales partners to maximize equipment leads and upgrade opportunities.
- Maintain parts and car-stock inventories accurately and follow territory backup plans.
- Handle difficult customer situations, communicate unresolved technical issues, and determine service needs while ensuring customer satisfaction.
- Maintain productive professional relationships with company personnel and comply with company policies.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
