WorkMyWay

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

Position Overview:

Responsible for servicing and repairing a variety of office equipment at customer locations, primarily within a specific geographic area. May serve as a product specialist and occasionally take on Team Lead/Coordinator responsibilities.

Note: One (1) industry certification is required.

Key Responsibilities Technical Expertise & Support

Specializes in servicing highly complex office products.

Provides second-level technical support to technicians.

Completes diagnostics, installations, removals, and retrofits.

Performs troubleshooting and repairs on B&W, color, and multifunctional devices.

Keeps up with technical training and digital competency requirements.

Training & Mentoring

Delivers on-the-job training and technical seminars.

Acts as a role model and positive influence within the team.

Encourages continuous improvement.

Territory & Inventory Management

Manages own territory and call handling processes effectively.

Maintains accurate parts inventory and adheres to backup plans.

Supports sales partners with leads and upgrade opportunities.

May assume Field Technology Service Manager duties as needed.

Customer Service

Handles the most complex customer interactions with professionalism.

Maintains strong communication with customers to ensure satisfaction.

Manages “car stock” inventory responsibly.

Required Qualifications

Completion of technical school and 3+ years of related experience.

Minimum of 2 years as a Technology Service Consultant I.

At least one industry certification and 2 years of consistent performance.

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

Skills & Abilities

Expert knowledge of electro-mechanical devices and assigned equipment.

Strong interpersonal, communication, and customer service skills.

Ability to follow technical documentation and publications accurately.

Demonstrated problem-solving and fine motor skills.

Working Conditions

Frequent travel between customer sites (or walking in urban zones).

Exposure to minor hazards, solvents, and chemical cleaners.

Physical effort required (lifting up to 50 lbs, pushing up to 400 lbs).

Regular standing, bending, kneeling, and use of hand tools.

Work may include shift hours, overtime, and on-call duties.

Requires interaction with dispatch, parts departments, management, and customers