Field Specialist, Field Services Support

Field Specialist position focused on servicing and repairing a variety of office equipment at customer locations within a designated geographic territory. May serve as a technical specialist on certain products, with additional responsibilities including Team Lead and/or Coordinator functions. Requires one (1) industry certification.

Responsibilities

• Specialize in servicing and repairing a core set of highly complex office products.
• Manage assigned territory, inventory, and customer relationships.
• Provide second-level technical support to other technicians as a product specialist.
• Achieve expected productivity levels associated with assigned workload and experience.
• Identify revenue-generating opportunities through supply leads, contract sales leads, network support contract leads, equipment leads, and print assessment opportunities.
• Work effectively with minimal supervision.
• Perform diagnostics, installation, removal, and retrofits on complex office products.
• Demonstrate digital competencies associated with assigned products and job level.
• Troubleshoot and repair or replace components on black-and-white, color, and multifunction devices.
• Complete technical training on new equipment as assigned.
• Conduct on-the-job training (OJT) for new and experienced technicians.
• Lead technical seminars and serve as a role model for professional behavior.
• Proactively identify opportunities to improve processes and performance.
• Assume responsibilities of the Field Technology Service Manager as required.
• Execute territory management and call-handling procedures effectively.
• Work closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintain and manage parts inventory with accuracy.
• Adhere to established territory backup plans and company policies.
• Complete all required administrative tasks accurately and in a timely manner.
• Manage complex and challenging customer situations effectively.
• Serve as a communication link for unresolved technical issues.
• Interact with customers to determine service needs and ensure satisfaction.
• Maintain productive relationships with company personnel and vehicle inventory.
• Perform other duties as assigned.

Requirements

• High-level technical skills typically gained through completion of technical school and three (3) or more years of related experience, including a minimum of two (2) years as a Technology Service Consultant I.
• One (1) industry certification required.
• Sustained performance at a "Meets Expectations" or higher level for at least two (2) years.
• Valid state driver's license and minimum automobile insurance coverage as required by company policy.

Skills

• Excellent working knowledge of electro-mechanical devices and electronics.
• Expert knowledge of assigned equipment and related technologies.
• Strong analytical and methodical problem-solving skills.
• Excellent interpersonal and verbal communication skills.
• Exceptional customer service skills, including proactive follow-up.
• Ability to read and comprehend technical manuals, parts books, and service bulletins.
• Strong troubleshooting and diagnostic abilities.
• Ability to work independently while managing multiple priorities and service demands.

Working Conditions

• Typically works in office and customer-site environments with adequate lighting, ventilation, and normal temperature/noise ranges.
• Extensive daily travel between customer locations, typically by automobile; some urban territories may require extensive walking.
• Travel required in various weather conditions.
• Regular exposure to conditions that may result in minor cuts, burns, or contact with chemical solvents and cleaning agents.
• Shift work, overtime, standby duty, and/or on-call assignments may be required.
• Daily interaction with Dispatch and Parts Departments, Field Service Manager, and customers.
• Work may involve stress due to increased service call volumes and interactions with dissatisfied customers.
• Physical demands include moving wheeled equipment up to 400 pounds and lifting/carrying objects up to 50 pounds.
• Frequent walking, standing, bending, reaching, stooping, squatting, kneeling, and lifting required.
• Must transport tool cases and service equipment weighing 25 to 50 pounds, including up/down stairs.
• Requires manual dexterity and frequent use of hand tools (screwdrivers, pliers, wrenches, electronic testing equipment).
• Strong fine-motor skills needed for working with small electronic and mechanical components.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal/professional development.

Pay

$27.00 - $33.00 per hour

Schedule

Full time