WorkMyWay

Senior Field Representative, Field Services Support Position Overview

The Senior Field Representative is responsible for servicing, repairing, and maintaining complex office equipment at customer locations within a designated geographic area. This role may involve specialization in certain product lines, technical leadership, and mentoring other technicians. One industry certification is required.

Key Responsibilities Technical Expertise & Equipment Servicing

Specializes in the diagnosis, servicing, and repair of high-complexity office products.

Provides second-level technical support, assisting technicians with troubleshooting.

Conducts diagnostics, installations, retrofits, and repairs on B&W, color, and multifunctional devices.

Maintains expertise in digital competencies and emerging product technologies.

Completes ongoing technical training to stay up-to-date with equipment advancements.

Customer Engagement & Service Excellence

Handles complex customer interactions, ensuring high levels of satisfaction.

Acts as a technical liaison, addressing unresolved issues and providing guidance.

Builds and maintains strong customer relationships through professionalism and responsiveness.

Collaborates with sales teams to identify upgrade opportunities and service expansion.

Leadership & Training

Leads on-the-job training (OJT) sessions for new and experienced technicians.

Conducts technical seminars to enhance team skill development.

Serves as a role model, demonstrating professionalism and leadership.

Identifies process improvement opportunities, optimizing service efficiency.

Territory & Inventory Management

Assumes Field Technology Service Manager responsibilities when needed.

Maintains accurate inventory management, ensuring proper parts availability.

Follows territory backup plans to ensure seamless service delivery.

Business Growth & Revenue Development

Identifies supply leads, contract sales, and print assessments to support revenue growth.

Assists in network support contract leads, contributing to new business initiatives.

Qualifications & Requirements

Technical school education and 3+ years of relevant field service experience, including 2+ years as a Technology Service Consultant I.

Industry certification required, demonstrating technical expertise.

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

Key Skills & Competencies

Strong knowledge of electro-mechanical devices and electronics.

Expertise in diagnosing and repairing assigned equipment.

Excellent customer service and communication skills.

Ability to read and interpret technical manuals, parts books, and documentation.

Working Conditions & Physical Demands

Extensive daily travel between customer locations by automobile; urban foot travel may be required.

Exposure to diverse weather conditions and occasional outdoor work.

Frequent lifting (up to 50 lbs), bending, kneeling, and maneuvering equipment (up to 400 lbs).

Routine use of hand tools, testing equipment, and mechanical components.

Potential exposure to solvents, cleaning agents, and electronic components.

Occasional shift work, overtime, stand-by, or on-call responsibilities.