Field Services Support Representative

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This entry-level technician position services and repairs a variety of company products. It includes installation, preventative maintenance, connectivity/networking adjacencies, and routine service on small printers and low-end segment devices at customer locations, usually within a specific geographic area.

• Achieves expected productivity levels associated with assigned workload and level of experience.
• Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.
• Demonstrates good technical and customer relation skills.
• Invoices for services outside of contractual obligations.

• Performs a full range of servicing and repair procedures including diagnostics, installation, removal and retrofits on assigned equipment.
• Performs basic connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and remote technologies.
• Performs effective troubleshooting and repairs or replaces equipment components as necessary.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Completes technical training on new technologies as assigned.

• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize leads and upgrade opportunities.
• Maintains and manages parts inventories with a high degree of accuracy.
• Assist with calls in support of other calls on vacation/training.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

• Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.
• Exhibits professional appearance and professional demeanor at all times.
• Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.
• Responsible for maintaining a 'car stock' inventory.
• Performs other duties as assigned.

• Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
• Requires a valid state driver’s license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.

• Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.
• Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.
• Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.
• Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.
• Proficient with mobile technology and associated operating systems.

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a 'walking territory' within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions. Work may also include working outdoors at times.
• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Routinely requires direct contact with the Field Technology Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office IT managers and machine operators) for the purpose of investigating and resolving equipment problems.
• The customer relations aspects of the job tend to be somewhat more diversified; however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and lift objects weighing up to 50 pounds.
• Frequent stooping, bending,…