Field Representative II, Field Services Support

 

Position Profile: Services and repairs a variety of company products and systems at customer locations within a specific geographic area. Capable of handling a full workload in standalone and networked environments.

Job Duties and Responsibilities:

Achieves expected productivity levels. Manages territory, inventory, and customer relationships. Demonstrates excellent technical and customer relation skills. Drives revenue opportunities through supply leads, contract sales, network support, and equipment assessments.

Technical Expertise:

Performs diagnostics, installation, removal, and retrofits on assigned equipment. Sets up IP addresses, downloads printer drivers, and provides customer training. Troubleshoots and repairs equipment components on B&W, color, and multifunctional devices. Completes technical training on new equipment.

Territory Management:

Executes territory management and call handling procedures. Works with sales partners to maximize equipment leads and upgrade opportunities. Maintains parts inventory accurately. Completes administrative tasks timely and accurately. Complies with company policies.

Customer Service:

Determines service needs and ensures customer satisfaction. Provides technical assistance to less experienced technicians. Maintains professional appearance and demeanor. Maintains productive relationships with company personnel. Responsible for maintaining a "car stock" inventory. Performs other duties as assigned.

Qualifications:

Journeyman level technical knowledge with 2+ years of related experience. Valid state driver's license and minimum auto insurance coverage.

Knowledge, Skills, and Abilities:

Strong knowledge of electro-mechanical devices, electrical circuitry, electronics, and digital competency. Methodical problem-solving approach. Strong interpersonal and verbal communication skills. Excellent customer service skills. Ability to read and comprehend technical manuals and publications. Working knowledge of PCs and associated software applications.

Working Conditions, Mental and Physical Demands:

Office environment with extensive daily travel. Exposure to minor cuts, burns, chemical solvents, and cleaners. Shift work, overtime, stand-by, and/or on-call may be required. Daily contact with service call center, parts department, and Field Technology Service Manager. Daily external contact with customers to resolve equipment problems. Physical effort required to move objects up to 400 pounds and lift objects up to 50 pounds. Frequent stooping, bending, squatting, and kneeling. High dexterity required for using hand tools and working on small components.

 

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