Field Service Technician

Field IT Service Technician – Sagent This role is a field-based position responsible for delivering on‑site customer support, equipment maintenance, and technical troubleshooting across an assigned geographic region. Field IT Service Technicians operate independently and are accountable for ensuring equipment uptime, customer satisfaction, and consistent, high‑quality service delivery. Technicians must meet all field‑specific requirements, including technical proficiency, demonstrated field readiness, a clean driving record, and successful completion of any required exams, certifications, or licensing needed to perform field service work within their region. As a Field IT Service Technician, you will perform scheduled service calls, emergency repairs, and equipment installations for equipment such as scales, slicers, ovens, wrapping stations, and packaging machinery commonly used in grocery stores, delis, and similar retail environments. In this customer‑facing role, you will represent Sagent in the field and must demonstrate strong customer service skills, self‑motivation, and solid mechanical and technical troubleshooting ability. Reliable transportation is essential, as daily driving may account for several hours of your workday while traveling to customer locations within your territory. This position is assigned to a specific service region, generally centered around the primary city listed in the job posting. While most work will occur within this local region and surrounding communities, occasional travel outside the immediate area may be required based on customer demand, business needs, or regional coverage needs. Territory boundaries may shift over time, and specific details will be reviewed during the interview process. Training will be provided by experienced Sagent technicians to help ensure you are fully prepared for field assignments. Primary responsibilities include performing calibrations and preventative maintenance (PM) on weighing and wrapping equipment independently within your designated business area. You will also troubleshoot at the module level, leverage technical support resources as needed, and assist other technicians with installations, repairs, and projects. Full independent responsibility for complex repairs or advanced installations may not be assigned initially while you continue building experience. Key Responsibilities and Duties Perform on‑site repairs, installations, calibrations, and preventative maintenance on customer equipment Troubleshoot mechanical, electrical, software, and PC‑based issues, including module‑level diagnostics Configure, network, and troubleshoot wired and wireless devices Communicate effectively with customers, clearly explaining findings, next steps, and service work performed Travel within the assigned service territory; participate in a rotational on‑call schedule (typically home nightly) Maintain an accurate personal inventory of service parts; complete annual counts with less than 5% variance Accurately document all service activity and close work orders in a timely manner Submit expense reports and required paperwork promptly Maintain company‑issued equipment including tools, laptop, phone, and test devices Follow all safety, quality, and regulatory requirements, including Weights & Measures procedures Assist and collaborate with the Scheduling Analyst, Service Support Team, and field colleagues Provide detailed problem analysis when escalating issues to higher‑level technical personnel Maintain strong professional relationships with customers, colleagues, sales teams, and leadership Maintain accurate daily timekeeping and activity punches Participate in the regional on‑call rotation Perform other related duties as assigned Key Competencies Strong mechanical aptitude and technical problem‑solving ability Proficiency in diagnosing and resolving electro‑mechanical, electrical, and PC‑based issues Familiarity with Windows and Linux operating systems for device configuration and troubleshooting Knowledge of TCP/IP networks, device connectivity, and communication protocols Ability to learn and utilize proprietary service software and diagnostic tools Strong customer‑service orientation with clear, professional communication skills Proficiency with Microsoft Office (Word, Excel, Outlook) Ability to obtain and maintain applicable state Weights & Measures licensing Organized, detail‑oriented, and able to work independently Required Qualifications Associate degree in a technical discipline or equivalent experience Experience installing, repairing, or servicing processor‑controlled or PC‑based equipment Valid driver’s license with clean driving record (MVR required) Ability to pass a criminal background check and pre‑employment drug screening Five (5) years of relevant experience in engineering, electronics, instrumentation, IT, or electromechanical repair (or equivalent combination) 1–3 years of electro‑mechanical repair experience (weighing industry experience preferred) Customer‑facing or field service experience preferred Ability to obtain required training, certifications, and Weights & Measures licensing Residence within the assigned service territory Ability to work overtime (typically 10–15%; may reach 25% based on business needs) Ability to travel overnight (typically ~10%; may reach 25% based on business needs) Physical Demands – Work Environment The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship. Prolonged periods of driving a vehicle for several hours per day Prolonged standing, bending, kneeling, or working in tight spaces Ability to lift and carry up to 80 lbs. Ability to work in environments with exposure to chemicals, solvents, machinery, moving parts, dust, dirt, cold temperatures, or fumes Willingness to wear required PPE and protective equipment Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr