Field Service Technical Support Specialist
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Job Description
Field Service Technical Support Specialist providing mid- to advanced-level support for Quadient's products. Troubleshooting hardware, software, and network issues while collaborating with various teams.
Responsibilities:
- Deliver mid- to advanced-level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen-share assistance.
- Troubleshoot complex scenarios by leveraging problem-solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently.
- Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation.
- Coordinate and oversee third-party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience.
- Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures.
- Collaborate with Product Engineering and cross-functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.
Requirements:
- Associate’s degree in Computer Information, Electronic Technologies, or a related field preferred, plus 5+ years of experience troubleshooting and repairing hardware/software solutions.
- Strong electro-mechanical knowledge with the ability to diagnose complex electronic issues, interpret schematics/PCB boards, and create effective technical workarounds.
- Certifications such as A+ or Network+ preferred, along with proven time-management skills, independent decision-making, and a continuous-learning mindset.
- Excellent communication and documentation skills, including experience with technical writing and cross-functional collaboration.
- Proficiency with Microsoft Windows and Office applications, plus familiarity with tools such as Salesforce, ERP/CRM systems, SAP, ServiceMax, Oracle, CPQ, OLS, and Talkdesk.
- Strong customer service background. Knowledge gaps can be filled.
Benefits:
- Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
- Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
- Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
- Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
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