WorkMyWay

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.