Field Service Technician

Field Service Technician

SATO America is seeking a detail-orientated, service-focused, Field Service Technician.

At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world. In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world. Do you have what it takes to be our customer's most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you.

Summary

As the Field Service Technician, the incumbent is responsible for the following: installation, maintenance/repair, customer training, and corresponding customer care of any equipment serviced by SATO America. This position will incorporate both service duties and in-house bench service as assigned by your direct Manager. The printer equipment is generally operated in mission-critical centers and therefore, efficiency and a sense of urgency are essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

Duties & Responsibilities:

• Weekly corporate reporting (expense report, timecard, travel activities log, etc.) Prompt reporting of all service activities and responsibility for managing (accounting/replenishing) a field inventory of spare parts both on hand and at customer locations.
• Filling proper requests for: Spare Parts Requests, Customer Information Forms, Time and Material Forms, etc.
• Excellent customer service and time management skills. Communicating proactively with the customer base before, while and after being onsite.
• Willing to learn and adapt to new technologies and service techniques as new products are put in the field.
• Repair and maintenance of various equipment types off-site within a 250-mile radius to include installation, customer training, and corresponding customer management of printers and cutter/stacker accounts.
• On-site facility duties include testing and repairing printers, components, and automated equipment repair.
• Machine prep on any equipment deemed necessary by SATO America.
• Testing of existing and potential customer file specifications.
• Collaborate with internal departments to analyze, troubleshoot and determine resolutions.
• Properly escalate service issues to a Product Support Specialist as directed by service escalation procedures.
• Local, daily (car) travel is required as well as overnight and occasional air travel.
• Serve as a backup to others for other field service technicians.
• Perform all other duties as assigned.

Qualifications:

• Associate degree, technical certifications in electronics, or 5 years related electro-mechanical experience or equivalent military experience coupled with 2+ years' experience
• Experience with utilizing digital multi-meter and hand tools
• Excellent verbal, written, and interpersonal communication skills
• Solid technical ability
• Strong communication, problem-solving, decision-making and customer service skills
• Mechanical/electro-mechanical, troubleshooting, and soldering circuit boards experience/ aptitude required.
• Understanding of, or experience with, electro-mechanical principles and laser printer or electro photostatic printing experience is a plus
• Ability to read technical drawings/documentation, working knowledge of laser and thermal printing technology, theory for troubleshooting, and PC/MS-DOS.
• Organizational, professional, and etiquette skills; safe, obedient driving disciplines; must maintain a good driving record

• Ability to follow departmental procedures/processes
• Ability to work independently
• Basic knowledge in M365 Software Suite with the ability to adapt to new technologies as they roll out.
• A sense of urgency is essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. At a minimum, the incumbent must be able to stand, walk, stoop, kneel, crouch, or crawl. Hand dexterity is necessary to feel surfaces, work in close areas with fingers and handle small objects. Must regularly lift and/or move objects up to 60 pounds and heavier items with assistance. Prolonged periods of standing and wearing safety shoes is mandatory. A physical may be required on an annual basis to ensure physical requirements are maintained.

Travel Requirements:

Frequent travel to/from customer locations. Occasionally >10%, extended/overnight travel. Ability to secure travel accommodations (airfare, rental car, gas, hotel). Valid driver's license and ability to operate a motor vehicle is required. Any tickets, suspension or revocation of a valid driver license must be immediately reported to your manager.

Work Environment:

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee primarily works in a distribution/warehouse, leased company car, print shop, or computer room environment.

Benefits:

SATO America LLC offers a highly competitive salary in addition to an outstanding, market-leading benefits program. SATO's total compensation package extends well beyond your paycheck as it's designed to support and enrich your personal and professional life. See our benefit line-up below:

• Health & Wellness: medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees' health insurance coverage along with 100% company paid Life & AD&D, short-term and long-term disability insurance, and a pre-tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.
• Time Away: We observe 10 company-paid holidays per year and up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5). We also offer six (6) accrued personal days for you to use for things like weddings, moving, mental health, religious holiday, sick child or for anything that is truly personal.
• Saving for the Future: plan for your short-term and long-term goals with our 401(k)-retirement savings plan with employer match with no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar-for-dollar of your 401(k)-deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay. For example, if you defer 5% of your pay into the 401(k) Plan, SATO will make a 4% matching contribution.
• Work-Life: we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.

SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you are excited about this role but do not meet all the qualifications listed above, we encourage you to apply. We are focused on creating and fostering a diverse and inclusive workforce. SATO America LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.