Field Service Technician II

Summary

The Field Service Technician (Level II) is an intermediate-level position with 4-7 years' experience. This position can successfully execute equipment installations, maintain and repair equipment at client locations, diagnose complex technical issues through comprehensive troubleshooting, execute customer training at installations on proper operation and maintenance protocols, possess foundational knowledge of RIP software and loading profiles, and work independently with minimal supervision. Key responsibilities include traveling to customer sites, performing comprehensive service and emergency repairs, completing all required documentation corresponding to completed work assignments, and providing excellent customer service throughout the process.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Comprehensive understanding of troubleshooting skills, test validation, and overall repair, service, and training of Mimaki printing equipment.
• Providing service and customer support during field visits.
• Install and perform preventive maintenance on complex mechanical, electronic, and software-based equipment at customer sites.
• Diagnose and resolve technical problems using diagnostic tools, schematics, and manuals to make repairs and ensure equipment is operating efficiently.
• Replacing parts at the assembly and component level.
• Maintains accurate records, providing detailed service reports describing problem identification, repair actions taken, part usage, and labor hours associated with the service engagement, including travel times.
• Documenting engagement and repair processes to include failure diagnosis, repair actions taken, part usage, and call/case closure, and the ability to determine the need for escalated support.
• Deployment of FCOs (Field Change Orders) and upgrades as required.
• Following company procedures and protocols for expenses and time reporting.
• Cooperating with technical teams and sharing information across the organization.
• Assist Level I technicians when needed as a secondary support resource, providing guidance and transferring technical knowledge and best practices.
• Making appropriate recommendations and briefing the customer on repairs, diagnostic results, and equipment operational status throughout the service engagement process.
• Building positive relationships with customers.
• Communicates clearly and professionally with all internal and external stakeholders.
• Works closely with service management and cross-functional teams, including engineering, sales, and customer support, to ensure seamless communication and to follow appropriate escalation protocols when required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate's or Bachelor's Degree or technical certification in a relevant field (e.g., engineering, engineering technology, computer technology, networking, or computer science).
• Ability to read and interpret schematics, wiring diagrams, ladder diagrams, and flow diagrams.
• Foundational understanding of AC/DC power.
• Required knowledge and use of DVMs (Digital Volt Meters), and common service tools (manual and powered).
• Working knowledge of one or more industrial standard RIP (Raster Image Processor) software solutions, i.e., ONYX, Wasatch Soft RIP, Caldera, SAI Flexi, Cadlink Digital Factory, Fiery, or Rasterlink.
• Strong verbal and written communication skills for interacting with customers and documenting work.
• Travel to customer sites is required for this position with up to 75% expected to occur.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Proficient in Company-provided hardware and software.

Certificates, Licenses, Registrations

Valid Driver's License

Other Qualifications

Must be able to travel 75% of the time; requires some after-hours and weekend work.

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

While performing the duties of this job, the employee is regularly required to use their hands to finger, handle, or feel, and to reach with their hands and arms. The employee is frequently required to stand, walk, climb, or balance; stoop, kneel, crouch, or crawl, and talk or hear. The employee is occasionally required to sit. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and fumes or airborne particles. The employee is occasionally exposed to toxic or caustic chemicals and the risk of electrical shock. The noise level in the work environment is usually quiet.