Senior Field Representative, Field Services

Job Overview

Senior Field Representative, Field Services Support services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include a Team Lead/Coordinator role. Position requires 1 Industry Certification.

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory, and customer relationships.
• Provides second‑level technical support to other technicians.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Works independently with minimal supervision.
• Performs a full range of servicing and repair procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Completes technical training on new equipment as assigned.
• Conducts on‑the‑job training for new and experienced technicians.
• Conducts technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior at all times.
• Is a positive influence and champion within the team/organization.
• Proactively seeks ways to improve processes.
• Assumes responsibilities of Field Technology Service Manager as required.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Manges own parts inventory with high accuracy and adheres to territory back‑up plans.
• Completes all required administrative tasks accurately and on time.
• Complies with all company policies.
• Effectively handles the most difficult customer situations and acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers to determine service needs and ensure high satisfaction with the service performed.
• Maintains productive, professional relationships with all company personnel.
• Is responsible for maintaining a “car stock” inventory.
• Performs other duties as assigned.

• Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience, including a minimum of 2 years as a Technology Service Consultant I.
• Requires 1 Industry Certification and sustained performance meeting or exceeding company standards for at least 2 years.
• Requires a valid state driver’s license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of a personal car while on company business.

• Excellent understanding of electro‑mechanical devices and electronics.
• Expert knowledge of assigned equipment.
• Methodical problem‑solving approach.
• Strong interpersonal and verbal communication skills.
• Excellent customer service skills with follow‑up to ensure issue closure.
• Ability to read and comprehend technical manuals, parts books, and relevant publications.

• Primarily works in office environments with adequate lighting, ventilation, and normal temperature and noise levels.
• Extensive daily travel in a vehicle between customer locations; work may involve walking or standing in various weather conditions.
• Exposure to minor cuts, burns, chemical solvents and cleaners.
• May require shift work, overtime, stand‑by or on‑call duties.
• Requires daily internal contact with dispatch, parts department and Field Service Manager.
• Requires daily external contact with customers, typically office managers and machine operators.
• Work involves lifting and moving objects up to 400 pounds, frequent walking, standing, bending, reaching, and lifting up to 50 pounds.
• Requires carrying tool cases and assorted tools weighing 25–50 pounds to various machine locations.
• Requires high dexterity for use of hand tools and electronic testing equipment, including fine‑motor skills for small components.

• Broad selection of medical, dental, life, and disability insurance options.
• Contribution to retirement savings plan (401K), health savings account (HSA), and flexible spending account (FSA).
• Tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and professional development.