Senior Technical Field Support Specialist

Retail Imaging; Vancouver (WA); On-site; USD 95,000 - 130,000; Full time

Job summary

Retail Imaging seeks a Senior Technical Support Agent to be the go-to technical resource for complex field issues, performing advanced troubleshooting, field repair support, and technical training. Travel to customer sites with minimal notice may be required to diagnose and repair equipment directly.

You will lead trainings, develop documentation, and stay current with supported lab equipment and software, while coaching teammates and owning project outcomes.

Qualifications

• 5+ years repairing commercial photo lab equipment or supporting technicians on advanced on-site repairs.
• Strong diagnostic skills across mechanical, electrical, computer, and software systems.
• Ability to travel, including overnight stays, and operate independently when needed.

Responsibilities

• Provide advanced remote troubleshooting and guidance to technicians repairing field equipment.
• Travel to customer locations to diagnose, repair, install, configure, or test equipment.
• Serve as the technical resource for Support Agents and Field Technicians on complex issues.
• Lead classroom, virtual, and hands-on training, including wet labs and equipment demonstrations.
• Coach technicians and agents with constructive technical feedback without formal supervision.
• Create and maintain accurate technical documentation and training materials.
• Stay current on supported equipment, software, and related systems.
• Follow established processes and reinforce expectations when advising others.
• Own outcomes on assigned issues and projects, communicating status clearly.

Skills

Advanced troubleshooting

Field repair experience

Technical training

On-site service

Documentation

Education

High school diploma or GED

Associate degree preferred

Tools

Diagnostic equipment

Service manuals & schematics

Job description

Role Overview

The Senior Technical Support Agent is the go-to technical resource when Support Specialists and Field Technicians need help resolving complex issues. This senior individual-contributor role focuses on advanced troubleshooting, field repair support, and technical training. When an issue requires hands-on support, you may travel to customer sites with very little notice to diagnose and repair equipment directly.

Description

The Senior Technical Support Agent is the go-to technical resource when Support Specialists and Field Technicians need help resolving complex issues. This senior individual-contributor role focuses on advanced troubleshooting, field repair support, and technical training. When an issue requires hands-on support, you may travel to customer sites with very little notice to diagnose and repair equipment directly.

What You'll Do

• Provide advanced remote troubleshooting and guidance to technicians repairing commercial photo lab equipment in the field, following issues through until they're resolved.
• Travel to customer locations to diagnose, repair, install, configure, or test equipment as needed, adjusting plans when new information or priorities arise.
• Serve as the technical resource for Support Agents and Field Technicians on complex or unusual issues, confirming priorities with the appropriate people when situations change.
• Lead classroom, virtual, and hands-on training, including wet labs, equipment demonstrations, and troubleshooting exercises, adapting the format to the audience as needed.
• Coach technicians and agents and provide direct, constructive technical feedback without formal supervisory authority.
• Create and maintain accurate technical documentation, troubleshooting guides, and training materials.
• Stay current on supported commercial photo lab equipment, software, and related systems.
• Follow established processes and procedures consistently and reinforce those expectations when training or advising others.
• Own outcomes on assigned issues and projects, communicating clearly about status, setbacks, or mistakes and following through until they're addressed.

Requirements

What You'll Bring

• High school diploma or GED required; Associate degree in a related technical field preferred.
• 5+ years repairing commercial photo lab equipment or supporting technicians on advanced on-site repairs.
• Strong diagnostic skills across mechanical, electrical, computer, and software systems, with the discipline to verify a fix before closing it out.
• Ability to step into Field Technician duties independently when needed.
• Comfort reading service manuals, schematics, and technical documentation.
• Ability to explain technical concepts clearly and walk others through troubleshooting, adjusting the approach to fit the person and situation.
• Experience leading classroom, virtual, hands-on, wet lab, and field-based training.
• Reliable follow-through on deadlines, commitments, and established procedures.
• Ability to receive and act on feedback while staying composed and professional when plans or expectations change unexpectedly.
• Strong communication, organization, and time management skills, with sound judgment under pressure.
• Valid driver's license and ability to travel, including overnight, and meet company driving requirements.
• Must currently hold a valid passport or be able to obtain one.

Physical, Mental, And Sensory Requirements

With or without reasonable accommodations, you must be able to:

• Sit, stand, walk, bend, kneel, and reach as needed to troubleshoot and repair equipment.
• Occasionally lift and move equipment, tools, or materials weighing up to 35 pounds.
• Work in tight or confined spaces as equipment and job sites require.
• Use required personal protective equipment (PPE) as needed.
• Safely use hand tools and diagnostic equipment.
• Analyze complex problems, manage multiple shifting priorities, and make sound decisions under pressure.
• See, hear, communicate, and use manual dexterity sufficient to perform technical support, field service, training, and equipment repair responsibilities.