Field Representative I, Onsite Technician Position Profile

This entry-level technician role is responsible for servicing and repairing a variety of company products. The Associate Field Service Technician performs setup, tagging, installation, preventive maintenance, and routine service on small printers, entry-level equipment, and facsimile devices at customer locations, typically within a designated geographic territory.

Key Responsibilities Productivity & Business Support

• Achieve expected productivity levels based on assigned workload and experience level.
• Manage assigned territory, inventory, and customer relationships.
• Demonstrate strong technical aptitude and customer service skills.
• Identify and drive revenue-generating opportunities through:
  • Supply leads
  • Service contract opportunities
  • Network support contract leads
  • Equipment upgrade opportunities
  • Print assessment leads

Technical Expertise

• Perform diagnostics, installation, removal, retrofits, maintenance, and repair of assigned equipment.
• Complete basic network-connected installations, including:
  • Setting IP addresses
  • Downloading printer drivers
  • Providing customer training on standalone and network printing devices
• Troubleshoot equipment issues and repair or replace components as needed.
• Demonstrate required digital competencies associated with assigned products and service level.
• Complete technical training on new equipment as assigned.

Territory Management

• Execute all territory management and call-handling procedures effectively.
• Partner with sales teams to maximize equipment leads and upgrade opportunities.
• Maintain accurate management of parts inventory.
• Follow established territory backup plans.
• Complete administrative tasks accurately and on time.
• Adhere to all company policies and procedures.

Customer Service

• Interact with customers to assess service needs and ensure a high level of satisfaction.
• Maintain a professional appearance and demeanor at all times.
• Build and maintain productive working relationships with customers and colleagues.
• Demonstrate a positive attitude and contribute as a team member.
• Maintain assigned vehicle ("car stock") inventory.
• Perform additional duties as assigned.

Qualifications Education & Experience

• High school diploma or equivalent required.
• Coursework or experience in computers, electronics, mechanics, or related technical fields preferred.
• Valid state driver's license required.
• Must maintain minimum automobile insurance coverage as required by company policy.
• Position requires extensive use of a personal vehicle for company business.

Knowledge, Skills & Abilities

• Basic knowledge of:
  • Electro-mechanical devices
  • Electrical circuitry
  • Electronics
  • Digital technologies
• Strong problem-solving and troubleshooting skills.
• Excellent interpersonal and verbal communication skills.
• Strong customer service orientation with the ability to follow through and resolve issues.
• Ability to read and understand technical manuals, parts catalogs, and related documentation.
• Ability to follow established procedures while exercising sound judgment when diagnosing equipment issues and determining servicing or replacement needs.

Working Conditions & Physical Demands Work Environment

• Primarily works in office and customer-site environments with standard lighting, ventilation, temperature, and noise levels.
• Extensive daily travel between customer locations is typically required.
• Work may be performed in varying weather conditions.
• Regular exposure to:
  • Minor cuts and burns
  • Chemical cleaners and solvents
• Overtime, shift work, standby, and on-call responsibilities may be required.

Communication & Customer Interaction

• Daily communication with the service call center via phone and wireless devices.
• Routine interaction with:
  • Parts department personnel
  • Field Technology Service Manager
  • Customers, including office managers, IT managers, and equipment operators
• Responsible for investigating and resolving customer equipment issues.
• Work may involve managing dissatisfied customers and periods of increased service-call volume.

Physical Requirements

• Move equipment on wheels weighing up to 400 pounds
• Frequently stoop, bend, squat, and kneel to service equipment.
• Carry tool cases and service equipment weighing up to 50 pounds
• Travel by foot extensively when assigned to a walking territory.
• Use hand tools and testing equipment requiring a high level of manual dexterity and fine motor skills, including:
  • Screwdrivers
  • Pliers
  • Wrenches
  • Electronic testing equipment

Disclaimer

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