Field Service Technician (Field & In-House Support

Job Description

Job Description

Description:

Crescent Brands brings over 120 years of industry leadership in custom picture framing and art supply product development, manufacturing, and global sales. As a multi-generational, family-owned company, we are financially strong and committed to a culture rooted in customer service, integrity, and respect. Our headquarters is in Wheeling, Illinois, with additional facilities in Tennessee and Germany.

We are currently seeking a skilled and motivated Field Service and In-House Technician to support our Valiani computerized mat cutting (CMC) equipment across North America.

Position Summary
The Field Service and In-House Technician is responsible for installing, servicing, and supporting Valiani CMC equipment both in the field and at our Wheeling facility. This role requires strong electromechanical troubleshooting skills, customer-facing professionalism, and the ability to work independently. The technician will play a key role in ensuring customer satisfaction, machine performance, and ongoing operational success.

Essential Functions

· Install and configure Valiani CMC equipment at customer locations

· Provide hands-on training to customers on machine operation, maintenance, and workflow

· Perform on-site troubleshooting, preventative maintenance, calibration, and repairs

· Provide in-house technical support, machine preparation, and testing at the Wheeling facility

· Deliver remote technical support via phone and email

· Diagnosing and resolving mechanical, electrical, and software-related issues

· Perform machine inspections and ensure optimal performance post-installation

· Maintain accurate service records, documentation, and reporting

· Collaborate with internal teams including sales, operations, and product support

· Represent Crescent Brands professionally in all customer-facing interactions

· 3–5+ years of experience in field service, industrial equipment, or related technical role

· Strong electromechanical troubleshooting skills

· Experience working with PC-based systems and software-driven equipment

· Ability to diagnose and resolve issues across mechanical, electrical, and software systems

· Comfortable working directly with customers during installations and service visits

· Strong communication and problem-solving skills

· Ability to work independently and manage service calls from start to finish

· Willingness to travel 30%–50%+ with flexibility based on customer demand

Valid driver’s license and ability to travel as required