Field Service Technician – Industrial Printing Equipment

Summary RB Digital is seeking a Field Service Technician with 4+ years' experience. This position can successfully execute equipment installations, maintain and repair equipment at customer locations, diagnose complex technical issues through comprehensive troubleshooting, execute customer training at installations on proper operation and maintenance protocols, possess foundational knowledge of RIP software and loading profiles, and work independently with minimal supervision. Key responsibilities include traveling to customer sites, performing comprehensive service and emergency repairs, completing all required documentation corresponding to completed work assignments, warranties and providing excellent customer service throughout the process. Essential Duties and Responsibilities include the following. Other duties may be assigned. - Comprehensive understanding of troubleshooting skills, test validation, and overall repair, service, and training of Mimaki, Epson, Roland and Direct to Film printing equipment. - Providing service and customer support during field visits. - Install and perform preventive maintenance on complex mechanical, electronic, and software-based equipment at customer sites. - Diagnose and resolve technical problems using diagnostic tools, schematics, and manuals to make repairs and ensure equipment is operating efficiently. - Replacing parts at the assembly and component level. - Maintains accurate records, providing detailed service reports describing problem identification, repair actions taken, part usage, and labor hours associated with the service engagement, including travel times. - Documenting engagement and repair processes to include failure diagnosis, repair actions taken, part usage, and call/case closure, and the ability to determine the need for escalated support. - Following company procedures and protocols for expenses and time reporting. - Cooperating with technical teams and sharing information across the organization. - Making appropriate recommendations and briefing the customer on repairs, diagnostic results, and equipment operational status throughout the service engagement process. - Building positive relationships with customers. - Communicates clearly and professionally with all internal and external stakeholders. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Education and/or Experience - Deep understanding of Print, Inkjet Printing and UV Printing Technologies - Foundational understanding of AC/DC power. - Working knowledge of one or more industrial standard RIP (Raster Image Processor) software solutions, i.e., ONYX, Wasatch Soft RIP, Caldera, SAI Flexi, Cadlink Digital Factory, Fiery, or Rasterlink, Versaworks. - Strong verbal and written communication skills for interacting with customers and documenting work. - Travel to customer sites is required for this position with up to 75% expected to occur Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills Proficient in Company-provided hardware and software. Certificates, Licenses, Registrations Valid Driver's License Other Qualifications Must be able to travel 75% of the time; requires some after-hours work. 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. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.