Field Representative , Onsite Technician

Field Representative I, Onsite Technician Position Profile

This entry-level technician role is responsible for servicing and repairing a variety of company products. The Associate Field Service Technician performs setup, tagging, installation, preventive maintenance, and routine service on small printers, entry-level equipment, and facsimile devices at customer locations, typically within a designated geographic territory.

• Achieve expected productivity levels based on assigned workload and experience level.
• Manage assigned territory, inventory, and customer relationships.
• Demonstrate strong technical aptitude and customer service skills.
• Identify and drive revenue-generating opportunities through:
  • Supply leads
  • Service contract opportunities
  • Network support contract leads
  • Equipment upgrade opportunities
  • Print assessment leads

• Perform diagnostics, installation, removal, retrofits, maintenance, and repair of assigned equipment.
• Complete basic network-connected installations, including:
  • Setting IP addresses
  • Downloading printer drivers
  • Providing customer training on standalone and network printing devices
• Troubleshoot equipment issues and repair or replace components as needed.
• Demonstrate required digital competencies associated with assigned products and service level.
• Complete technical training on new equipment as assigned.

• Execute all territory management and call-handling procedures effectively.
• Partner with sales teams to maximize equipment leads and upgrade opportunities.
• Maintain accurate management of parts inventory.
• Follow established territory backup plans.
• Complete administrative tasks accurately and on time.
• Adhere to all company policies and procedures.

• Interact with customers to assess service needs and ensure a high level of satisfaction.
• Maintain a professional appearance and demeanor at all times.
• Build and maintain productive working relationships with customers and colleagues.
• Demonstrate a positive attitude and contribute as a team member.
• Maintain assigned vehicle ("car stock") inventory.
• Perform additional duties as assigned.

• High school diploma or equivalent required.
• Coursework or experience in computers, electronics, mechanics, or related technical fields preferred.
• Valid state driver's license required.
• Must maintain minimum automobile insurance coverage as required by company policy.
• Position requires extensive use of a personal vehicle for company business.

• Basic knowledge of:
  • Electro-mechanical devices
  • Electrical circuitry
  • Electronics
  • Digital technologies
• Strong problem-solving and troubleshooting skills.
• Excellent interpersonal and verbal communication skills.
• Strong customer service orientation with the ability to follow through and resolve issues.
• Ability to read and understand technical manuals, parts catalogs, and related documentation.
• Ability to follow established procedures while exercising sound judgment when diagnosing equipment issues and determining servicing or replacement needs.

• Primarily works in office and customer-site environments with standard lighting, ventilation, temperature, and noise levels.
• Extensive daily travel between customer locations is typically required.
• Work may be performed in varying weather conditions.
• Regular exposure to:
  • Minor cuts and burns
  • Chemical cleaners and solvents
• Overtime, shift work, standby, and on-call responsibilities may be required.

• Daily communication with the service call center via phone and wireless devices.
• Routine interaction with:
  • Parts department personnel
  • Field Technology Service Manager
  • Cus…