Imaging Network Field Specialist

Position Summary: 

The purpose of the Field Service Specialist position is to lead and guide a group of technicians to provide effective and efficient service to our customers within a geographic area. The Field Service Specialist is the Loffler representative to the technicians assigned to them and represents the company to our customers. 

 

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary.  Any non-essential functions are assumed to be included in “other related duties as assigned”:

• Oversees the prompt and efficient service of machines within their assigned manufacturer/group.

• Assists, rides with and follows up on their assigned technicians.

• Prepares an evaluation on their assigned technicians on a semi-annual basis.

• Follows company policies as they apply to technicians assigned to them.

• Directs the resolution of machine problems within their geographic area using all resources available.

• Provides excellent customer service and resolves difficult customer problems in a mutually satisfactory way.

• Assists Service Manager with informational meetings with their assigned technicians on a monthly basis.

• Works with the sales department to resolve machine and customer problems and encourages the sales lead program.

• Keeps their manager informed of problems and issues regarding machines, customers and employees as they arise.

• Provide technical assistance to other areas as needed.

• Provide information and assists manufacturer’s representatives on machine problems.

• Prepares and completes special assignments or reports that may be assigned.

• Maintains knowledge of current products.

• Fairly and consistently evaluate technicians on their job performance.

• Effectively manage customer concerns and complaints.

• Evaluate machine performance and recommend solutions to problems.

• Knows when to escalate equipment repair challenges to manufacturer. 

• Other related duties as assigned.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.

 

Qualifications/Requirements:  

• Valid driver’s license and clean driving record required.

• In-office and travel to client sites is required. 

• Excellent communication, team building, coaching and mentoring skills.

• Negotiates and deals effectively with highly complex, confidential and sensitive information.  

• The Service Specialist uses innovative and strategic thinking in applying theories, principles and concepts for a wide variety of problems.

• Proficiency in mechanical repair, electrical and electronic knowledge, signal tracing and effective troubleshooting skills.

• Proficient of networking and connectivity

• Proficient at load system software on copiers and RIPs

 

Education/Experience:

• Extensive manufacturers training on a variety of models.

• High School Diploma or Equivalent.

• Prior industry experience in similar field or job duties preferred.

                                                                         

Supervisory Responsibilities:

• Fairly and consistently evaluate technicians on their job performance.

• Manage effectively customer concerns and complains.

• Evaluate team performance and recommend solutions to problems.

 

Work Conditions:

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

• Employee is regularly required to stand/sit for extended periods of time.

• Must be able to lift 75 lbs.

• Constant bending and lifting are required.

• Frequently required to use hands to handle objects, tools or controls.

• The noise level in the work environment is usually moderate.

 For information on the physical demands of this job, see Human Resources.

 

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement

Loffler Core Values

What Defines our Culture.

• Positive Attitude: Be Part of the Solution. Motivate Others. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Don’t Fear Failure.
• Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right. Be Someone Others Can Trust and Count On. Honor Commitment.
• Innovation: Be a Visionary. Welcome New Ideas. Work Smarter. Challenge the Status Quo. Welcome Challenge. Be Committed to Operational Excellence.
• Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
• Professionalism: Commit to Excellence. Learn & improve. Looks and Words Matters. Every Interaction is an Opportunity to Exceed Expectations. Treat Others with Kindness and Respect. Best in Industry; Field Expert.

Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Set Goals to Manage Yourself to Success.

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.