Department: Service & Support
Reports To: Field Service Manager
Location: Remote / Travel May Be Required
Salary Range: $55,000 - $75,000
This job is ideal for those who have experience in technology, tech repair, tech maintenance, and looking to grow with an inspiring company.
Position Summary
The Field Service Technician II is responsible for independently performing installations, repairs, preventative maintenance, and customer support activities for interScan hardware and software solutions. This role serves as a technical resource for customers and junior technicians.
Key Responsibilities
- Initiate QR process, use PM tracking system, update service management system and complete service reports accurately and on time.
- Perform complex troubleshooting and repair of scanning and imaging equipment.
- Install and configure hardware, software, and workflow solutions.
- Conduct customer training on equipment operation and maintenance.
- Manage service calls while maintaining service level agreements (SLAs).
- Document service activities and maintain accurate records.
- Assist with technical escalations and root cause analysis.
- Mentor and support Technician I personnel.
- Participate in after-hours support when required.
Primary Focus
Work independently and alongside other service technicians
Products able to work on:
- DeskPro 3x (with sorter)
- DeskPro 6x (with sorter)
- SMA Scanners
- Optional:
- CrossCap software (Basic level)
Qualifications
- Associate degree or equivalent technical experience.
- 3–5 years of field service experience.
- Strong knowledge of Windows environments, networking, and hardware diagnostics.
- Proven customer-facing experience.
- Ability to travel extensively.
Preferred Skills
- Experience with production scanners, document capture, OCR, or intelligent document processing solutions.
- Knowledge of TWAIN, ISIS, and scanner driver technologies.
Physical Requirements
- Ability to lift and carry up to 50 pounds.
- Ability to bend, kneel, crouch, and work in confined spaces when necessary.
- Ability to stand and walk for extended periods.
- Valid driver's license with acceptable driving record.
Travel Requirements
- Travel as needed for pre-triaged scanners
- Travel with FE III or FE Manager
Success Measures
A successful Field Service Technician II independently manages service activities while delivering high-quality technical support and customer service.
Performance Metrics
- Complete break-fix on open issues/service tickets within a reasonable timeframe to meet SLA.
- Complete scheduled preventative maintenance visits on time.
- Update service management system, QR system, and submit accurate service reports
- Maintains customer satisfaction rating and/or internal review rating of 90% or higher.
- Demonstrates adherence to company safety procedures.
- Completes required product and technical training on time.
- Assists in maintaining assigned parts inventory and company/customer equipment.
- Escalates technical issues appropriately and promptly.
- Demonstrates continuous improvement toward Technician III competency.
- Completes service documentation accurately and within required timeframes.
- Successfully performs installations and equipment upgrades with minimal supervision.
- Assists in training and mentoring Technician I personnel.
- Demonstrates proficiency across assigned hardware and software platforms.
- Effectively manages customer expectations and communication.
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) 4% Match
- 401(k) matching
- Health insurance
- Paid training
- Vision insurance
Work Location: In person
