Imaging Field Service Specialist

Job Description

Job Description

Join our dynamic team as an Imaging Field Service Specialist and take the lead in delivering exceptional service to our valued customers.

As the primary liaison between our technicians and clients, you'll play a pivotal role in ensuring prompt and efficient resolution of machine issues within your designated geographic area.

From overseeing technician performance and conducting evaluations to fostering strong customer relationships and collaborating with sales and service teams, this role offers a unique opportunity to make a meaningful impact.

If you thrive in a fast-paced environment, excel at problem-solving, and are passionate about delivering top-notch service, we want you on our team!

Essential Duties and Responsibilities :

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary.

Any non-essential functions are assumed to be included in "other related duties as assigned" :

Oversees the prompt and efficient service of machines within their assigned manufacturer / group.

Assists, rides with and follows up on their assigned technicians.

Prepares an evaluation on their assigned technicians on a semi-annual basis.

Follows company policies as they apply to technicians assigned to them.

Directs the resolution of machine problems within their geographic area using all resources available.

Provides excellent customer service and resolves difficult customer problems in a mutually satisfactory way.

Assists Service Manager with informational meetings with their assigned technicians on a monthly basis.

Works with the sales department to resolve machine and customer problems and encourages the sales lead program.

Keeps their manager informed of problems and issues regarding machines, customers and employees as they arise.

Provide technical assistance to other areas as needed.

Provide information and assists manufacturer's representatives on machine problems.

Prepares and completes special assignments or reports that may be assigned.

Maintains knowledge of current products.

Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written

Other related duties as assigned.

Qualifications / Requirements :

Valid driver's license and clean driving record required.

In-office and travel to client sites is required.

Fairly and consistently evaluate technicians on their job performance

Manage effectively customer concerns and complaints.

Evaluate machine performance and recommend solutions to problems.

Know when to escalate equipment repair challenges to the Manufacturer.

Excellent communication, team building, coaching and mentoring skills.

Negotiates and deals effectively with highly complex, confidential and sensitive information.

The Service Specialist uses innovative and strategic thinking in applying theories, principles and concepts for a wide variety of problems.

Proficiency in mechanical repair, electrical and electronic knowledge, signal tracing and effective troubleshooting skills.

Proficient of networking and connectivity

Proficient at load system software on copiers and RIPs

Education / Experience :

Extensive manufacturers training on a variety of models.

High School Diploma or Equivalent.

Prior industry experience in similar field or job duties preferred.

Supervisory Responsibilities :

Fairly and consistently evaluate technicians on their job performance.

Manage effectively customer concerns and complains.

Evaluate team performance and recommend solutions to problems.

Work Conditions :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee is regularly required to stand / sit for extended periods of time.

Must be able to lift 75 lbs.

Constant bending and lifting is required.

Frequently required to use hands to handle objects, tools or controls.

The noise level in the work environment is usually moderate.

For information on the physical demands of this job, see Human Resources.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement
9 hours ago