Field Service Technician

$26.00 - $30.00 per hour

Services, installs, diagnoses, and repairs commercial and industrial printers, copiers, multifunction devices (MFPs), production print equipment, and related document imaging systems at customer locations, typically within an assigned geographic territory. May serve as a subject matter expert on specific printer and copier product lines. Additional responsibilities may include Team Lead/Coordinator duties. Position requires one (1) Industry Certification.

• Specializes in the servicing, maintenance, and repair of commercial and industrial printers, copiers, multifunction devices, and production print systems .

• Manages assigned territory, inventory, and customer relationships.

• Provides advanced technical support and troubleshooting assistance to other service technicians.

• Achieves productivity and service metrics associated with assigned workload and experience level.

• Actively identifies revenue-generating opportunities through supply sales leads, service contract renewals, managed print services opportunities, equipment upgrades, and print assessments.

• Works independently with minimal supervision.

• Performs diagnostics, installation, configuration, removal, preventive maintenance, retrofits, and repairs on commercial and industrial printers, copiers, multifunction devices (MFPs), and production printing equipment .

• Demonstrates technical expertise in commercial and industrial printing and copying systems , including print controllers, network connectivity, firmware, and print management software.

• Troubleshoots, repairs, and replaces components on black-and-white, color, multifunction, high-volume commercial, and industrial printing devices.

• Completes technical training and certification programs for new commercial and industrial printer and copier models as assigned.

• Maintains current knowledge of emerging print technologies, workflow solutions, and document management systems.

• Conducts on-the-job training (OJT) for new and experienced technicians as required.

• Conducts technical workshops and equipment training seminars.

• Serves as a professional role model and maintains a positive attitude under challenging customer situations.

• Functions as a technical resource and mentor within the service organization.

• Continuously seeks opportunities to improve service delivery, efficiency, and customer satisfaction.

• Assumes Field Technology Service Manager responsibilities when required.

• Executes all territory management, dispatch, and service call procedures effectively.

• Works closely with sales teams to identify commercial and industrial printer/copier replacement, upgrade, and managed print service opportunities .

• Maintains accurate inventory of service parts, tools, and supplies.

• Adheres to territory backup and coverage plans.

• Completes all administrative tasks accurately and in a timely manner.

• Complies with all company policies, safety requirements, and procedures.

• Handles complex customer service situations with professionalism and urgency.

• Acts as a communication liaison for unresolved technical issues and escalations.

• Interacts directly with customers to determine service needs for commercial and industrial printers, copiers, multifunction devices, and production print systems while ensuring a high level of customer satisfaction.

• Builds and maintains productive working relationships with customers and internal teams.

• Maintains required vehicle stock ("car stock") inventory.

• Performs other duties as assigned.

• Technical school, vocational training, military technical training, or equivalent hands-on experience.

• Three (3) or more years of experience servicing, diagnosing, repairing, and maintaining commercial and industrial printers, copiers, multifunction devices (MFPs), production print systems, or related document imaging equipment .

• One (1) Industry Certification and sustained performance meeting or exceeding established standards.

• Valid state driver's license and acceptable driving record.

• Ability to travel extensively within assigned territory.

• Experience working with Ricoh, Xerox, Canon, Konica Minolta, Kyocera, Sharp, HP, Lexmark, or similar commercial printing and copier platforms.

• Experience…