Onsite Production Printer Technician

RISO, Inc.; Portland (ME); On-site; USD 45,000 - 60,000; Full time

Job summary

A tech support company in Portland, Maine, seeks an Onsite Production Printer Technician to provide technical support for production printers. The role involves diagnosing and solving equipment issues, installing network-connected devices, and supporting print controllers. Candidates should have 1–3 years of experience in technical service, excellent communication skills, and the ability to connect with customers to ensure smooth operations. This role requires occasional local travel and offers a hands-on and customer-focused work environment.

Qualifications

• 1–3 years of experience in technical service or production printer support.
• Valid driver’s license for occasional travel.
• Basic understanding of LAN fundamentals, IP addressing, and printer sharing.

Responsibilities

• Provide onsite technical support for production printers.
• Diagnose hardware and connectivity issues.
• Train end-users on supported devices.
• Coordinate with sales and vendors for equipment installations.

Skills

Diagnostic and troubleshooting skills for hardware and electro-mechanical devices

Working knowledge of Windows and macOS

Excellent verbal and written communication

Customer service skills

Ability to lift and install office equipment

Job description

This position is bonus and overtime eligible.

Position Description

The Onsite Production Printer Technician provides hands‑on technical support for staff, customers, and operational teams at an assigned local facility. This role focuses on diagnosing and resolving equipment issues, installing, and maintaining network‑connected devices, supporting print controllers, and ensuring smooth daily technology operations.

The technician also assists national service operations by monitoring and responding to National Technical Assistance Call Center (NTACC) requests as time permits. Exceptional troubleshooting skills, communication abilities, and customer service are essential to success in this role.

Qualifications

• Preferred 1–3 years of experience in technical service, production printer support.
• Strong diagnostic and troubleshooting skills for hardware and electro‑mechanical devices.
• Working knowledge of Windows and macOS operating systems.
• Basic understanding of customer network infrastructure, including LAN fundamentals, IP addressing, DHCP, printer sharing, and device connectivity.
• Excellent verbal, written, and customer‑service communication skills.
• Valid driver’s license (if occasional travel is required).
• Ability to lift, move, and install office equipment.

Primary Responsibilities

• Technical Support & Troubleshooting
  • Respond to onsite technical issues for production printers, service requests, and equipment failures promptly and professionally.
  • Diagnose, isolate, and repair hardware, electro‑mechanical devices, and peripheral equipment.
  • Troubleshoot connectivity issues, software problems, print workflow errors, and device performance issues.
  • Support and configure print controllers, addressing basic workflow, settings, and troubleshooting steps.
  • Maintain accurate documentation, service logs, and asset records.
  • Install, configure, and verify proper operation of multifunction printers, print controllers, computers, and peripherals.
  • Ensure full network integration, including IP setup, print queue creation, and connectivity validation.
  • Perform hardware upgrades, part replacements, and adjustments as needed.
  • Knowledge of Fiery controller.
• Customer Interaction & Training
  • Provide end‑user assistance, guidance, and operational training for supported devices.
  • Conduct Key‑Operator (Key‑Op) or user training sessions when required.
  • Build and maintain strong, positive relationships with onsite staff and customers.
• Operational Support
  • Coordinate with Sales, Technical Operations, and third‑party vendors for escalations and scheduled equipment installations.
  • Support product demonstrations, facility events, or site expansions.
  • Participate in ongoing technical training to stay current with equipment and technologies.
  • Monitor and respond to National Technical Assistance Call Center (NTACC) requests as time permits, assisting with troubleshooting and escalation processes.

Principal Accountabilities

• Deliver timely, accurate, and professional onsite support.
• Maintain detailed service logs and complete documentation.
• Support elevated levels of customer satisfaction.
• Maintain uptime targets and operational equipment performance.
• Provide supplemental NTACC support when onsite workload allows.

Working Environment

• Onsite, infacility’s technical support position (not remote).
• Occasional local travel to nearby customer locations may be required.
• Hands‑on work involves tools, equipment handling, and device installation.