Field Service Technician--Charlotte, NC

Kids for the Future; Charlotte (NC); On-site; USD 70,000 - 75,000; Full time

Job summary

Field Service Technician at SATO America in Charlotte, NC, responsible for installation, maintenance and repair of printer and related equipment in mission-critical environments. You will train customers and manage service quality while prioritizing a dynamic schedule.

The role requires up to 30% travel, strong electro-mechanical skills, and the ability to work independently. Excellent communication and problem-solving abilities are essential for success in this position.

Qualifications

• Associate degree, technical electronics certifications, or 5 years electro-mechanical experience with 2+ years in related roles.
• Proficient with digital multimeters and hand tools; strong mechanical aptitude.
• Excellent verbal and written communication; ability to solve problems and service customers.

Responsibilities

• Install, maintain and repair equipment and provide customer training and care.
• Perform field service and bench work, prioritize schedule per requests.
• Travel up to 30% to customer sites within a 250-mile radius; document activities.
• Coordinate parts requests, service reports, and escalate issues per procedures.

Skills

Electrical troubleshooting

Problem solving

Customer service

Technical communication

Mechanical/electro-mechanical

Reading technical drawings

Education

Associate degree / technical certifications

Military experience equivalent

Tools

Digital multimeter

Hand tools

PC/MS-DOS

Job description

• Location 14125 South Bridge Circle,Charlotte, NC, 28273,United States


• Base Pay $70,000.00 - $75,000.00 / Year


• Employee Type FT Non-Exempt


• Required Degree 2 Year Degree


• Travel 30%


• Manage Others No

Description

Field Service Technician

SUMMARY

As the Field Service Technician, the incumbent is responsible for the following: installation, maintenance/repair, customer training, and corresponding customer care of any equipment serviced by SATO America. This position will incorporate both service duties and in-house bench service as assigned by your direct Manager . The printer equipment is generally operated in mission-critical centers and therefore, efficiency and a sense of urgency are essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

DUTIES & RESPONSIBILITIES:

• Weekly corporate reporting (expense report, timecard, travel activities log, etc.) Prompt reporting of all service activities and responsibility for managing (accounting/replenishing) a field inventory of spare parts both on hand and at customer locations.


• Filling proper requests for: Spare Parts Requests, Customer Information Forms, Time and Material Forms, etc.


• Excellent customer service and time management skills. Communicating proactively with the customer base before, while and after being onsite.


• Willing to learn and adapt to new technologies and service techniques as new products are put in the field.


• Repair and maintenance of various equipment types off-site within a 250-mile radius to include installation, customer training, and corresponding customer management of printers and cutter/stacker accounts.


• On-site facility duties include testing and repairing printers, components, and automated equipment repair.


• Machine prep on any equipment deemed necessary by SATO America.


• Testing of existing and potential customer file specifications.


• Collaborate with internal departments to analyze, troubleshoot and determine resolutions.


• Properly elevate service issues to a Product Support Specialist as directed by service escalation procedures.


• Local, daily (car) travel is required as well as overnight and occasional air travel.


• Serve as a backup to others for other field service technicians.


• Perform all other duties as assigned.

QUALIFICATIONS:

• Associate degree, technical certifications in electronics, or 5 years related electro-mechanical experience or equivalent military experience coupled with 2+ years’ experience


• Experience with utilizing digital multi-meter and hand tools


• Excellent verbal, written, and interpersonal communication skills,


• Solid technical ability


• Strong communication, problem-solving, decision-making and customer service skills


• Mechanical/electro-mechanical, troubleshooting, and soldering circuit boards experience/ aptitude required.


• Understanding of, or experience with, electro-mechanical principles and laser printer or electro photostatic printing experience is a plus


• Ability to read technical drawings/documentation, working knowledge of laser and thermal printing technology, theory for troubleshooting, and PC/MS-DOS.


• Organizational, professional, and etiquette skills; safe, obedient driving disciplines; must maintain a good driving record


• Ability to follow departmental procedures/processes


• Ability to work independently


• Basic knowledge in M365 Software Suite with the ability to adapt to new technologies as they roll out.


• A sense of urgency is essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

At a minimum, the incumbent must be able to stand, walk, stoop, kneel, crouch, or crawl. Hand dexterity is necessary to feel surfaces, work in close areas with fingers and handle small objects. Must regularly lift and/or move objects up to 60 pounds and heavier items with assistance. Prolonged periods of standing and wearing safety shoes is mandatory. A physical may be required on an annual basis to ensure physical requirements are maintained.

TRAVEL REQUIREMENTS

Frequent travel to/from customer locations. Occasionally >10%, extended/overnight travel. Ability to secure travel accommodations (airfare, rental car, gas, hotel).

Valid driver’s license and ability to operate a motor vehicle.is required. Any tickets, suspension or revocation of a valid driver license must be immediately reported to your manager.

WORK ENVIRONMENT

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee primarily works in a distribution/warehouse, leased company car, print shop, or computer room environment.