WorkMyWay

Senior Field Representative, Field Services Support Corporate HR Specialist

Position Summary We’re looking for a highly skilled and self-motivated Senior Field Representative to support and service a wide range of complex office technology at client sites within a designated territory. You’ll serve as a technical expert, customer advocate, and mentor to other service technicians—all while helping drive business results through outstanding customer service and revenue-generating opportunities.

Key Responsibilities

Technical Expertise & Repair Services

• Independently troubleshoot, diagnose, and repair advanced B&W, color, and multifunctional office equipment.

• Perform installations, retrofits, and component replacements on a core set of complex systems.

• Maintain up-to-date digital competencies and complete training on new technologies.

Mentorship & Training

• Lead on-the-job training (OJT) and technical workshops for new and experienced technicians.

• Serve as a technical escalation point and second-level support.

• Model professionalism and act as a positive team influence.

Customer Engagement & Service Excellence

• Provide exceptional service in high-pressure situations and resolve complex customer issues with professionalism.

• Manage client relationships and act as the communication bridge on unresolved technical issues.

• Maintain a well-stocked and organized “car stock” inventory.

Territory & Inventory Management

• Coordinate closely with dispatch, sales, and parts departments to maximize coverage and efficiency.

• Ensure timely and accurate completion of service calls, reports, and administrative tasks.

• Maintain territory backup plans and consistently meet productivity targets.

Leadership & Business Impact

• Act as Field Technology Service Manager when needed.

• Identify and pursue revenue opportunities through contract leads, upgrades, and network support services.

• Exhibit initiative in process improvement and internal collaboration.

Qualifications

• Technical diploma or equivalent training with 3+ years of related service experience, including at least 2 years in a comparable role.

• At least one industry certification (e.g., CompTIA, OEM certifications).

• Valid driver’s license and required insurance coverage for field-based travel.

Key Competencies

• Expert knowledge of electro-mechanical systems and digital office equipment.

• Strong problem-solving abilities and attention to detail.

• Exceptional interpersonal, verbal communication, and customer service skills.

• Ability to interpret technical manuals and schematics with accuracy.

Work Environment & Physical Demands

• Regular in-field travel, including exposure to varying weather and customer environments.

• Frequent lifting (up to 50 lbs.), carrying tools, navigating stairs, and working in tight spaces.

• Routine use of hand tools and diagnostic instruments; high degree of manual dexterity required.