Position Overview

As a Senior Field Representative specializing in Field Services Support, you will be responsible for servicing and repairing a variety of complex office equipment at customer locations within a designated geographic area. You will act as a technical expert on specific products and may take on additional responsibilities such as Team Lead or Coordinator. This role requires a minimum of one industry certification.

Key Responsibilities Technical Expertise and Services Specialize in servicing and repairing a core set of highly complex office products. Perform a full range of servicing procedures, including diagnostics, installation, removal, and retrofits. Troubleshoot and repair or replace equipment components as needed. Stay updated with technical training on new equipment. Provide 2nd level technical support to other technicians. Customer Service and Relationship Management Manage customer relationships and handle the most challenging customer situations. Act as a communication link for unresolved technical problems and issues. Ensure a high level of customer satisfaction through effective service delivery. Maintain productive and professional relationships with all company personnel. Territory Management Oversee territory, inventory, and call handling procedures. Collaborate with sales partners to maximize equipment leads and upgrade opportunities. Maintain and manage own parts inventory with accuracy. Adhere to territory backup plans and complete administrative tasks promptly. Advanced Training and Mentoring Conduct on-the-job training for new and experienced technicians. Lead technical seminars and training sessions as required. Serve as a role model, exhibiting professional appearance and behavior. Proactively seek ways to improve processes and influence positively within the team. Qualifications Education and Experience Completion of technical school with 3+ years of related experience, including a minimum of 2 years as a Technology Service Consultant I. Possession of one industry certification with sustained performance at the "meets or exceeds" level for at least 2 years. Valid state driver's license and minimum auto insurance coverage as per company policy for extensive use of personal car. Skills and Abilities Excellent knowledge of electro-mechanical devices and electronics. Expert understanding of assigned equipment. Strong problem-solving skills with a methodical approach. Outstanding customer service skills with the ability to follow up and ensure issue closure. Strong interpersonal and verbal communication skills. Ability to read and comprehend technical manuals, parts books, and relevant publications. Working Conditions Environment Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels. Extensive daily travel by automobile or on foot within urban areas, often in various weather conditions. Exposure to minor cuts, burns, chemical solvents, and cleaners. Physical Demands Frequent walking, standing, bending, reaching, and lifting of objects up to 50 pounds. High dexterity required for the use of hand tools and electronic testing equipment. Ability to move objects on wheels weighing up to 400 pounds and carry service-related tools ranging from 25 to 50 pounds. Contact and Interaction

Daily contact with dispatch and parts departments for service calls and parts orders.

Interaction with Field Service Manager for work review and direction.

Frequent external contact with customers to resolve equipment issues.

Other Considerations Shift work, overtime, standby, and on-call duties may be required. Ability to handle stress related to increased service call volume and occasional dissatisfied customers.