WorkMyWay

The Field Representative II in Field Services Support is responsible for servicing and repairing a variety of company products and systems at customer locations. This role requires handling a full workload in standalone or networked environments, while managing territory, inventory, and customer relationships. The Field Representative ensures excellent technical service, actively drives revenue-generating opportunities, and works closely with sales partners to maximize opportunities for equipment and contract sales.

Primary Responsibilities

• Productivity and Territory Management

  • Achieves expected productivity levels based on experience and workload.
  • Manages territory, inventory, and customer relationships.
  • Executes all required territory management and call-handling procedures.
  • Works closely with sales partners to maximize equipment leads and upgrade opportunities.
  • Maintains and manages own parts inventory with a high degree of accuracy.

• Technical Service & Repair

  • Performs a range of servicing and repair procedures, including diagnostics, installations, removals, and retrofits.
  • Performs Basic Connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.
  • Troubleshoots and repairs or replaces equipment components for B&W, color, and multifunctional devices.
  • Completes technical training on new equipment as assigned.

• Customer Service & Support

  • Interacts with external customers to assess service needs and ensure satisfaction.
  • Provides technical assistance to less experienced technicians.
  • Exhibits professional appearance and demeanor at all times.
  • Maintains productive relationships with all company personnel and is a positive team member.
  • Responsible for maintaining a "car stock" inventory.

• Administrative Duties

  • Completes all required administrative tasks in an accurate and timely manner.
  • Complies with all company policies and procedures.
  • Performs other duties as assigned.

Required Experience

• Technical Expertise

  • Typically requires journeyman-level technical knowledge gained through completion of technical school and 2+ years of related experience.
  • Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
  • Ability to follow pre-established guidelines, using judgment to troubleshoot and determine required servicing or parts.

• Skills & Abilities

  • Strong interpersonal and verbal communication skills.
  • Excellent customer service skills, including the ability to follow up to ensure resolution of issues.
  • Ability to read and comprehend written technical information, such as manuals and parts books.
  • Working knowledge of PCs and associated software applications.

• Driver’s License & Auto Insurance

  • A valid state driver's license and minimum level of auto insurance coverage are required due to the extensive use of a personal vehicle for company business.

Required Education

• Completion of technical school or equivalent education and 2+ years of relevant experience.

Working Conditions

• Environment

  • Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise ranges.
  • Requires extensive daily travel in an automobile between customer locations; occasional foot travel for walking territories in urban areas.
  • Exposure to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.
  • Shift work, overtime, stand-by, and/or on-call duties may be required.

• Physical Demands

• Physical effort is required to move objects up to 400 pounds and lift and carry objects up to 50 pounds.
• Frequent stooping, bending, squatting, and kneeling are required for servicing equipment at floor level.
• High dexterity is required for using various hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment.