WorkMyWay

The Field Representative II, Field Services Support is responsible for servicing and repairing a variety of company products and systems at customer locations within a designated geographic area. This role involves performing diagnostics, installations, and troubleshooting of equipment, as well as managing territory, inventory, and customer relationships. Technicians will be expected to demonstrate strong technical skills, deliver excellent customer service, and handle administrative tasks efficiently. The position may require shift work, overtime, on-call responsibilities, and extensive travel.

Primary Responsibilities:

• Achieves expected productivity levels associated with assigned workload and experience level.
• Manages territory, inventory, and customer relationships.
• Demonstrates excellent technical and customer service skills.
• Actively seeks revenue-generating opportunities through supply leads, contract sales, and equipment assessments.
• Performs diagnostics, installation, removal, retrofits, and servicing of assigned equipment.
• Performs Basic Connected installations, IP address setup, printer driver installations, and customer training.
• Troubleshoots and repairs equipment, including B&W, color, and multifunctional devices.
• Completes technical training on new equipment as assigned.
• Executes territory management and call handling procedures effectively.
• Collaborates with sales teams to maximize leads and upgrade opportunities.
• Maintains an accurate parts inventory.
• Completes required administrative tasks on time and adheres to company policies.
• Provides customer support and technical assistance, ensuring high levels of satisfaction.
• Manages "car stock" inventory and performs other duties as required.

Required Experience:

• Typically requires journeyman-level technical knowledge gained through technical school and 2+ years of related experience.
• Requires experience with electro-mechanical devices, electrical circuitry, and electronics.
• Strong interpersonal, verbal communication, and customer service skills.
• Ability to troubleshoot and resolve technical problems using pre-established guidelines.

Required Education:

• Completion of technical school or equivalent education.
• A valid state driver's license is required due to the extensive travel involved.

Working Conditions:

• The work environment includes an office setting with adequate lighting, ventilation, and normal temperature ranges.
• Extensive daily travel between customer locations is required, with potential foot travel in urban areas.
• Work conditions may expose employees to minor cuts, burns, and exposure to chemical solvents and cleaners.
• Shift work, overtime, on-call duties, and weekend work may be required.
• Frequent physical activity is required, including lifting objects up to 50 pounds and moving items that weigh up to 400 pounds.
• Regular stooping, bending, squatting, and kneeling for equipment servicing.
• Requires dexterity in the use of hand tools and electronic testing equipment.