Technical Service Field Specialist

SIR solutions•Queens, NY

About The Position

The Technical Service Specialist repairs, replaces, and configures retail technology equipment internally and at client locations. As a field technical expert, this role resolves hardware and peripheral issues in a timely manner while maintaining high service standards and customer satisfaction. The specialist works with clients and internal teams to provide hands-on technical support, ensure quality workmanship, and contribute to operational excellence across retail environments. The position includes remote and on-site troubleshooting, field repairs within an assigned client region, and parts shipping, receiving, and tracking. The specialist documents work in integrated management software, meets service timelines, and communicates professionally with clients about issues, solutions, and potential delays. Shift flexibility may be required based on support coverage needs.

Requirements

DEP or DEC in Computer Science or another relevant technical discipline.
Strong knowledge of technical troubleshooting, hardware repair, and system diagnostics.
Valid driver’s license and access to a personal vehicle.
Strong diagnostic and problem-solving abilities.
Ability to manage priorities effectively and meet service deadlines.
Detail-oriented, with strong organizational skills.
Professional and customer-focused communication style.

Nice To Haves

Experience with retail technology environments and POS systems.
Knowledge of Salesforce or service management software.
Bilingual proficiency in French and/or Spanish and English, orally and in writing.

Responsibilities

Repair, replace, configure, and test retail systems and peripherals, including POS terminals, Toshiba and other PCs, touchscreen systems, and related hardware.
Diagnose and resolve technical issues remotely and at client locations.
Provide technical expertise during escalated or complex service events.
Communicate with clients to understand technical issues, manage expectations, and deliver solutions.
Travel within the assigned client region to perform on-site repairs and service.
Ship, receive, and track parts sent to clients to support repair activities.
Meet service timelines and delivery deadlines and proactively communicate delays.
Accurately document work in the integrated management software system.
Comply with internal service standards and quality expectations.
Support customer satisfaction through professional communication and reliable service execution.