WorkMyWay

Senior Field Representative, Field Services Support

Reports To: Field Technology Service Manager Department: Field Services Location: Customer Sites / Territory-Based

Position Summary

The Senior Field Representative specializes in servicing and repairing a broad range of complex office equipment at customer locations within a designated territory. This role may include leadership responsibilities such as team coordination and mentoring. A minimum of one industry certification is required.

Key Responsibilities Technical Expertise

Perform diagnostics, installation, removal, retrofits, and complex repairs on high-end office products, including black-and-white, color, and multifunction devices.

Troubleshoot and replace components using a high level of electro-mechanical and digital competency.

Stay current on new technology through ongoing technical training.

Advanced Support & Mentorship

Act as second-level technical support for fellow technicians.

Provide on-the-job training and lead technical seminars.

Exhibit professionalism and serve as a role model in challenging situations.

Territory & Inventory Management

Manage assigned territory independently with minimal supervision.

Maintain accurate inventory and adhere to all territory backup plans.

Complete administrative tasks promptly and accurately.

Support sales by identifying leads for supplies, contracts, and equipment upgrades.

Customer Relations

Handle challenging customer issues with professionalism and care.

Communicate effectively to resolve technical concerns and ensure satisfaction.

Foster productive relationships with internal teams and external customers.

Qualifications & Requirements

Completion of a technical school program or equivalent experience.

Minimum 3 years of related experience, including at least 2 years as a Technology Service Consultant I.

At least one industry certification with sustained high performance for two or more years.

Valid driver's license and insurance in accordance with company policy.

Skills & Competencies

Expert-level proficiency with electro-mechanical systems and assigned equipment.

Strong problem-solving and troubleshooting abilities.

Excellent verbal communication and interpersonal skills.

Customer-first mindset with a proactive and detail-oriented approach.

Ability to interpret technical manuals and documentation effectively.

Working Conditions & Physical Demands

Regular travel between customer sites by car or foot, in varying weather conditions.

Exposure to minor hazards such as cuts, burns, or chemical cleaners.

May involve shift work, on-call duties, or overtime.

Physical tasks include lifting up to 50 lbs, transporting equipment up stairs, and frequent kneeling or bending.

Fine motor skills required for using tools such as screwdrivers, wrenches, and diagnostic equipment.