Field Service Technician

SATO America is seeking a detail-orientated, service-focused, Field Service Technician.

At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world. In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world.

Do you have what it takes to be our customer’s most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you.

As the Field Service Technician, the incumbent is responsible for the following: installation, maintenance/repair, customer training, and corresponding customer care of any equipment serviced by SATO America. This position will incorporate both service duties and in-house bench service as assigned by your direct Manager. The printer equipment is generally operated in mission-critical centers and therefore, efficiency and a sense of urgency are essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

• Weekly corporate reporting (expense report, timecard, travel activities log, etc.) Prompt reporting of all service activities and responsibility for managing (accounting/replenishing) a field inventory of spare parts both on hand and at customer locations.
• Filling proper requests for:
  Spare Parts Requests, Customer Information Forms, Time and Material Forms, etc.
• Excellent customer service and time management skills. Communicating proactively with the customer base before, while and after being onsite.
• Willing to learn and adapt to new technologies and service techniques as new products are put in the field.
• Repair and maintenance of various equipment types off-site within a 250-mile radius to include installation, customer training, and corresponding customer management of printers and cutter/stacker accounts.
• On-site facility duties include testing and repairing printers, components, and automated equipment repair.
• Machine prep on any equipment deemed necessary by SATO America.
• Testing of existing and potential customer file specifications.
• Collaborate with internal departments to analyze, troubleshoot and determine resolutions.
• Properly elevate service issues to a Product Support Specialist as directed by service escalation procedures.
• Local, daily (car) travel is required as well as overnight and occasional air travel.
• Serve as a backup to others for other field service technicians.
• Perform all other duties as assigned.

• Associate degree, technical certifications in electronics, or 5 years related electro-mechanical experience or equivalent military experience coupled with 2+ years’ experience
• Experience with utilizing digital multi-meter and hand tools
• Excellent verbal, written, and interpersonal communication skills,
• Solid technical ability
• Strong communication, problem-solving, decision-making and customer service skills
• Mechanical/electro-mechanical, troubleshooting, and soldering circuit boards experience/ aptitude required.
• Understanding of, or experience with, electro-mechanical principles and laser printer or electro photostatic printing experience is a plus
• Ability to read technical drawings/documentation, working knowledge of laser and thermal printing technology, theory for troubleshooting, and PC/MS-DOS.
• Organizational, professional, and etiquette skills; safe, obedient driving disciplines; must maintain a good driving record
• Ability to follow departmental procedures/processes
• Ability to work independently
• Basic knowledge in M365…