WorkMyWay

The Field Specialist is responsible for servicing and repairing a wide range of office equipment at customer locations within a designated geographic area. This role requires specialized technical expertise, strong problem-solving skills, and at least one industry certification. The Field Specialist may also serve as a team lead, providing advanced training and second-level technical support.

Key Responsibilities Technical Expertise & Equipment Servicing

Specializes in diagnosing, servicing, and repairing complex office equipment with expert precision.

Provides second-level technical support to technicians and acts as a go-to resource for troubleshooting.

Performs installation, retrofits, diagnostics, and repairs on B&W, color, and multifunctional devices.

Stays current on technical advancements and completes ongoing equipment training.

Customer Engagement & Service Excellence

Handles challenging customer interactions with professionalism and efficiency.

Serves as a technical liaison, resolving complex service issues and ensuring client satisfaction.

Builds and maintains productive relationships with customers and internal teams.

Manages territory operations, optimizing service call efficiency and customer support.

Leadership & Training

Leads on-the-job training (OJT) for technicians and supports their technical development.

Conducts technical seminars, sharing expertise to enhance team capabilities.

Serves as a role model, demonstrating professionalism and problem-solving leadership.

Identifies process improvement opportunities, driving operational efficiency.

Inventory & Territory Management

Assumes Field Technology Service Manager responsibilities, as needed.

Maintains accurate inventory control, including managing "car stock" supplies.

Works closely with sales teams to identify opportunities for equipment upgrades and new leads.

Adheres to established territory back-up plans and company service protocols.

Business Growth & Revenue Development

Generates new business opportunities through supply leads, contract sales, and print assessments.

Identifies ways to increase service offerings and enhance customer support solutions.

Qualifications & Requirements

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

Holds at least one industry certification, demonstrating advanced technical expertise.

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

Key Skills & Competencies

Strong knowledge of electro-mechanical devices and electronics.

Expertise in assigned equipment and troubleshooting methodologies.

Excellent customer service skills with a proactive follow-up approach.

Ability to interpret and apply technical manuals, service documentation, and industry publications.

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).

Use of hand tools, diagnostic equipment, and electronic testing devices.

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

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