Field Service Tech (Industrial Printers)

Job DescriptionJob Description

Pay: $30.00 - $32.00 per hour

Job description:

Field Service Technician covering the MidWest region - Illinois, Wisconsin, Ohio and Indiana

HEAVY TRAVEL REQUIRED - 3 days a week, 3 weeks out of the month.

$30-33/ hour - Some flexibility depending on experience

Travel expenses covered by the company | Weekly car allowance for local travel.

Technical Support Specialists are responsible for delivering prompt and professional technical assistance to customers, ensuring a positive support experience. This role involves providing both remote (Help Desk/Call Center) and onsite services, including equipment installation, training, maintenance, and repair of industrial printers. Regular travel, including overnight stays and possible international trips, is required.

Responsibilities:

• Respond to customer phone calls and emails within defined Service Level Agreements (SLAs).
• Troubleshoot and repair technical issues via phone, email, remote diagnostic tools, and onsite visits.
• Perform equipment installations, configurations, and user training both remotely and onsite.
• Create and maintain service cases in line with defined procedures.
• Coordinate shipment of replacement, repair, or loaner units.
• Manage assigned service parts inventory and perform related transactions.
• Monitor open service cases to ensure timely and satisfactory resolution.
• Escalate complex technical cases when higher-level support is needed.
• Complete assigned customer-related projects.
• Continuously build technical knowledge of supported products and systems.
• Work towards individual and team performance goals.
• Mentor junior team members to strengthen technical competencies.
• Manage escalated cases and document issues for internal tracking.
• Respond to customer satisfaction concerns through direct outreach and corrective actions.
• Perform other duties as required, which may change at any time with or without notice.

Functional Requirements and Behaviors:

• Strong knowledge of electrical, electronic, and mechanical systems, with the ability to independently troubleshoot and repair issues while maintaining positive customer interactions.
• Familiarity with ERP, CRM, and call center systems.
• Ability to collaborate effectively with cross-functional teams to provide efficient support.
• Support sales initiatives when technical expertise is needed for projects, demonstrations, or events.
• Recognize opportunities for product and process improvements and contribute ideas for positive change.
• Maintain a professional, cooperative, and flexible approach.
• Strong communication skills, both written and verbal.

Required Education and Experience:

• Associate degree in Electronic Engineering Technology or equivalent technical degree.
• Five years of experience providing front-line support and maintenance of industrial equipment in a fast-paced environment.
• Experience with printing systems, digital management, and related design or graphics software (e.g., Adobe Illustrator, Photoshop, RIP programs).
• Familiarity with call center operations and service management systems.
• Working knowledge of Windows operating systems, machine control software, and networking.
• Proven ability to deliver exceptional customer service and support.

Physical Requirements:

• Ability to sit, stand, walk, bend, and reach for extended periods.
• Ability to lift up to 50 pounds.

Special Working Conditions / Travel Requirements:

• Extensive travel required, typically during the week, with occasional weekend or holiday assignments.
• Field-based employees are expected to travel frequently to customer sites, while office-based employees may also travel as needed.
• Valid passport and driver’s license with a clean driving record required.

Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.