WorkMyWay

Senior Field Representative, Field Services Support Position Overview

The Senior Field Representative, Field Services Support, specializes in the maintenance and repair of advanced office equipment at customer locations within a designated geographic area. This role requires technical expertise in servicing complex products and providing second-level support to field technicians. Additionally, the position may involve leadership responsibilities as a Team Lead or Coordinator. An industry certification is required.

Key Responsibilities Technical Expertise & Equipment Servicing

Perform diagnostics, troubleshooting, and repairs on black-and-white, color, and multifunctional office devices.

Install, remove, and retrofit equipment, ensuring operational efficiency.

Demonstrate advanced digital competencies required for assigned products.

Complete technical training on new equipment as needed.

Customer Service & Relationship Management

Provide exceptional support, handling complex customer issues with professionalism.

Act as a liaison for unresolved technical problems, ensuring timely resolutions.

Maintain positive relationships with customers, enhancing service satisfaction.

Territory & Inventory Management

Manage a designated service territory, including parts inventory accuracy and backup plans.

Collaborate with sales teams to identify opportunities for equipment upgrades and additional services.

Ensure compliance with all company policies and administrative requirements.

Training & Leadership

Conduct on-the-job training (OJT) and technical seminars for new and experienced technicians.

Serve as a role model, demonstrating professionalism and leadership in all situations.

Champion continuous improvement efforts within the team and organization.

Qualifications Education & Experience

Completion of technical school with 3+ years of related experience, including at least 2 years in a Technology Service Consultant I role.

Must hold at least one industry certification and maintain sustained performance standards for a minimum of two years.

Valid state driver’s license and auto insurance coverage per company policy.

Skills & Competencies

Strong technical expertise in electro-mechanical devices and electronics.

Expert knowledge of assigned office equipment.

Effective troubleshooting abilities with a methodical approach to problem-solving.

Excellent interpersonal, verbal communication, and customer service skills.

Ability to comprehend technical manuals, parts books, and relevant publications.

Working Conditions & Physical Demands

Frequent travel to customer locations, including potential walking territories in urban areas.

Exposure to minor cuts, burns, chemical solvents, and cleaners.

Occasional shift work, overtime, and on-call responsibilities.

Handling equipment weighing up to 400 pounds (on wheels) and lifting objects up to 50 pounds.

Regular use of hand tools, requiring fine motor skills for small electronic and mechanical components.