Field Service Technician

$20.00 - $25.00 per hour

Field Service Technician Position Profile

Services, installs, diagnoses, and repairs commercial and industrial printers, copiers, multifunction devices (MFPs), production print equipment, and related document imaging systems at customer locations, typically within an assigned geographic territory. May serve as a subject matter expert on specific printer and copier product lines. Additional responsibilities may include Team Lead/Coordinator duties. Position requires one (1) Industry Certification.

Job Duties and Responsibilities Technical Service & Equipment Support

• Specializes in the servicing, maintenance, and repair of commercial and industrial printers, copiers, multifunction devices, and production print systems.
• Manages assigned territory, inventory, and customer relationships.
• Provides advanced technical support and troubleshooting assistance to other service technicians.
• Achieves productivity and service metrics associated with assigned workload and experience level.
• Actively identifies revenue-generating opportunities through supply sales leads, service contract renewals, managed print services opportunities, equipment upgrades, and print assessments.
• Works independently with minimal supervision.

Demonstrates Technical Expertise and Provides Specialist Services

• Performs diagnostics, installation, configuration, removal, preventive maintenance, retrofits, and repairs on commercial and industrial printers, copiers, multifunction devices (MFPs), and production printing equipment.
• Demonstrates technical expertise in commercial and industrial printing and copying systems, including print controllers, network connectivity, firmware, and print management software.
• Troubleshoots, repairs, and replaces components on black-and-white, color, multifunction, high-volume commercial, and industrial printing devices.
• Completes technical training and certification programs for new commercial and industrial printer and copier models as assigned.
• Maintains current knowledge of emerging print technologies, workflow solutions, and document management systems.

Provides Advanced Training

• Conducts on-the-job training (OJT) for new and experienced technicians as required.
• Conducts technical workshops and equipment training seminars.
• Serves as a professional role model and maintains a positive attitude under challenging customer situations.
• Functions as a technical resource and mentor within the service organization.
• Continuously seeks opportunities to improve service delivery, efficiency, and customer satisfaction.

Territory Management

• Assumes Field Technology Service Manager responsibilities when required.
• Executes all territory management, dispatch, and service call procedures effectively.
• Works closely with sales teams to identify commercial and industrial printer/copier replacement, upgrade, and managed print service opportunities.
• Maintains accurate inventory of service parts, tools, and supplies.
• Adheres to territory backup and coverage plans.
• Completes all administrative tasks accurately and in a timely manner.
• Complies with all company policies, safety requirements, and procedures.

Customer Service

• Handles complex customer service situations with professionalism and urgency.
• Acts as a communication liaison for unresolved technical issues and escalations.
• Interacts directly with customers to determine service needs for commercial and industrial printers, copiers, multifunction devices, and production print systems while ensuring a high level of customer satisfaction.
• Builds and maintains productive working relationships with customers and internal teams.
• Maintains required vehicle stock ("car stock") inventory.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications) Typically Requires

• Technical school, vocational training, military technical training, or equivalent hands-on experience.
• Three (3) or more years of experience servicing, diagnosing, repairing, and maintaining commercial and industrial printers, copiers, multifunction devices (MFPs), production print systems, or related document imaging equipment.
• One (1) Industry Certification and sustained performance meeting or exceeding established standards.
• Valid state driver's license and acceptable driving record.
• Ability to travel extensively within assigned territory.

Preferred Experience

• Experience working with Ricoh, Xerox, Canon, Konica Minolta, Kyocera, Sharp, HP, Lexmark, or similar commercial printing and copier platforms.
• Experience supporting network printing environments, print servers, scan-to-email configurations, document workflow solutions, and managed print services.
• Experience working on high-volume production printers, digital presses, and finishing equipment.

Knowledge, Skills, and Abilities

• Strong knowledge of electro-mechanical systems, electronics, and digital imaging technology.
• Expert knowledge of commercial and industrial printers, copiers, multifunction devices (MFPs), production printing systems, finishing equipment, and related accessories.
• Strong troubleshooting and root-cause analysis skills.
• Ability to interpret electrical diagrams, service manuals, parts catalogs, and technical documentation.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and follow-through.
• Proficiency using diagnostic software, firmware update tools, and service management applications.
• Ability to work independently and prioritize multiple service assignments.

Working Conditions, Mental and Physical Demands

• Work is performed at customer locations, office environments, print shops, production facilities, educational institutions, healthcare facilities, government agencies, and commercial businesses.
• Extensive daily travel between customer locations is required.
• Exposure to varying weather conditions during travel and field service activities.
• Regular exposure to toner, developer materials, cleaning solvents, and other maintenance-related chemicals.
• Overtime, on-call, shift work, and standby responsibilities may be required.
• Frequent communication with dispatch, technical support teams, parts departments, and service management personnel.
• Daily interaction with customers, print operators, production managers, IT personnel, office managers, and equipment users.
• Work may involve elevated stress levels during periods of high service demand or customer escalations.
• Physical effort is required to move, install, and relocate commercial and industrial printers, copiers, multifunction devices, print controllers, finishing equipment, and production print systems, including equipment weighing up to 400 pounds with appropriate moving equipment and assistance.
• Ability to lift and carry up to 50 pounds regularly.
• Frequent standing, walking, bending, reaching, kneeling, squatting, and working in confined spaces.
• Frequent use of hand and power tools, diagnostic instruments, and electronic testing equipment.
• Requires fine motor skills and a high degree of dexterity for servicing electronic and mechanical components.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.