Senior Field Service Technician

About Tourmaline Enterprises

For over 27 years, Tourmaline Enterprises has been a trusted partner to manufacturing and packaging teams worldwide, providing reliable industrial inkjet printing systems for coding and marking production lines. As a small, family-owned, woman-owned business, we've built our reputation on accountability, transparency, and results-delivering solutions that help clients meet production needs for lot numbers, barcodes, expiration dates, logos, and more, all backed by responsive U.S.-based support.

With a global reach across 10+ countries and 500+ clients, Tourmaline is experiencing rapid growth and is intentionally scaling with the right people and structure in place. Despite our expansion, we've maintained a highly collaborative and supportive culture across departments, where teams work closely together to solve problems and drive outcomes.

Overview:

The Senior Field Service Technician at Tourmaline Enterprises is a hands-on technical expert who supports customers and helps build our growing service team. This role is approximately 80% in-house and phone-based technical support and 20% field service, with the majority of time spent troubleshooting customer issues remotely, providing technical guidance, supporting equipment setup, and helping keep industrial inkjet printing equipment running reliably. Field work includes installations, maintenance, repairs, and complex troubleshooting at customer sites, with occasional early mornings or late evenings depending on customer production schedules.

This position requires an experienced, self-directed professional with strong technical and electrical expertise, sharp troubleshooting instincts, excellent communication skills, and a genuine commitment to customer satisfaction. As a senior member of the team, this person will also mentor junior technicians, help establish service standards and processes, and support hiring and training as the department grows. Internal training will be provided on our equipment, processes, and SOPs.

Key Responsibilities:

• Serve as the go-to person for all technical-related issues, driving excellence and innovation within the department.
• Possess hands-on experience with tools and exhibit a solid technical and electrical background.
• Actively participating in the assembly of items and the repair of printers
• Take the lead in educating and training internal employees, including sales and customer service teams, on equipment functionality and usage by conducting engaging and informative technical training sessions.
• Act as the primary liaison between the technical department and marketing, ensuring seamless collaboration and feedback loops.
• Engage with customers daily through various communication channels including phone, email, video, and in-person meetings to deliver unparalleled technical support.
• Conduct on-site visits with clients, averaging 3-5 times per month, ensuring effective problem resolution, and fostering client trust.
• Document and implement new departmental processes that drive efficiency and excellence.
• Regularly review and refine existing processes to align with evolving business needs and industry best practices.
• Provide weekly updates to the Operations Manager, offering insights, challenges, and progress reports on departmental goals and customer interactions.
• Assist in the onboarding and technical training of new Field Service Technicians as the department scales, ensuring consistent skill development and adherence to Tourmaline standards.
• Mentor and provide day-to-day technical guidance to junior Field Service Technicians, serving as the escalation point for complex, first-time, or critical field issues.
• Establish and maintain service protocols, quality benchmarks, and performance standards for the field service team.
• Perform other related duties as assigned.

Key Competencies

• Natural problem solver who enjoys identifying ways to make improvements
• Highly organized, detail-oriented, and able to manage multiple tasks
• Mechanically inclined with the ability to use basic hand and power tools
• PC literate and experienced with Microsoft 365 (Outlook, Word, Excel)
• Ability to read, understand, and comprehend documents such as procedure manuals
• Ability to speak effectively and interact with clients on the phone, via email, text, zoom or facetime as well as internal team members and leadership
• Able to work with a high degree of integrity within a fast-paced environment and promote a positive company image

Requirements

• High school diploma or equivalent required; Associate's degree or technical/trade school certification in electronics, electromechanical technology, or a related field required
• Minimum 5-7 years of field service or technical support experience with progressive responsibilities required, including hands-on work with industrial equipment (industrial inkjet printing, coding & marking, or related manufacturing/packaging equipment strongly preferred); at least 1-2 years in a lead, mentor, or training capacity required  
• Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting
• Requires ability to occasionally lift up to 25lbs

Compensation and Benefits

• Hourly Pay Range: $35-$45 per hour commensurate with experience
• Travel and business expenses reimbursed
• Employer-sponsored health benefits available, including 50% employer contribution toward a Bronze-level medical plan (with the option to buy up to higher-tier plans at the employee's cost), plus optional dental and vision coverage (employee-paid).
• Paid Holidays
• Floating Holiday
• Social Security Paid by Company (restrictions apply)
• PTO Program
• Professional Training & Development Opportunities

Commitment to Diversity

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, we recognize that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.