WorkMyWay

Position Title:

Senior Field Representative, Field Services Support Reports To: Corporate HR Specialist

Position Profile

Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead/Coordinator responsibilities. Note: Requires one (1) Industry Certification.

Job Duties and Responsibilities Technical Service

Services and repairs a core set of highly complex office products

Performs diagnostics, installations, removals, and retrofits

Troubleshoots and repairs/replaces components on B&W, color, and multifunctional devices

Demonstrates required digital competencies

Completes assigned technical training

Works independently with minimal supervision

Achieves expected productivity levels

Technical Leadership

Provides 2nd level technical support to other technicians

Conducts OJT and technical seminars for new/experienced technicians

Serves as a professional role model and team influence

Proactively seeks process improvements

Territory Management

Manages service territory, inventory, and customer accounts

Supports sales partners with leads and upgrade opportunities

Maintains accurate car stock and adheres to back-up plans

Completes administrative tasks accurately and on time

Assumes Field Technology Service Manager duties as needed

Complies with all company policies

Customer Support

Handles complex customer service situations with professionalism

Communicates unresolved technical issues

Builds and maintains strong internal and external relationships

Ensures high customer satisfaction through effective service delivery

Performs other duties as assigned

Qualifications (Education, Experience, Certifications)

Completion of technical school and 3+ years of relevant experience

At least 2 years as a Technology Service Consultant I

One Industry Certification and two years of “Meets or Exceeds” performance

Valid driver's license and appropriate auto insurance coverage

Knowledge, Skills & Abilities

Strong knowledge of electro-mechanical devices and electronics

Expert in assigned equipment

Methodical problem-solving approach

Excellent interpersonal and verbal communication skills

Ability to comprehend technical manuals and publications

High-level customer service and follow-up skills

Working Conditions & Physical Demands

Office environment with normal lighting, ventilation, and noise levels

Extensive travel by car or on foot in varying weather conditions

Exposure to minor hazards (e.g., cuts, burns) and chemical solvents

May require shift work, overtime, standby, and on-call support

Frequent contact with dispatch, parts department, management, and customers

Occasional stress due to volume of service calls or challenging interactions

Physical Requirements:

Move equipment up to 400 lbs on wheels

Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling

Work on floor-level equipment; frequent use of stairs

Regular use of hand tools and fine-motor skills for delicate components