Senior Technical Field Support Specialist

Role Overview

The Senior Technical Support Agent is the go-to technical resource when Support Specialists and Field Technicians need help resolving complex issues. This senior individual-contributor role focuses on advanced troubleshooting, field repair support, and technical training. When an issue requires hands-on support, you may travel to customer sites with very little notice to diagnose and repair equipment directly.

What You'll Do

• Provide advanced remote troubleshooting and guidance to technicians repairing commercial photo lab equipment in the field, following issues through until they're resolved.
• Travel to customer locations to diagnose, repair, install, configure, or test equipment as needed, adjusting plans when new information or priorities arise.
• Serve as the technical resource for Support Agents and Field Technicians on complex or unusual issues, confirming priorities with the appropriate people when situations change.
• Lead classroom, virtual, and hands-on training, including wet labs, equipment demonstrations, and troubleshooting exercises, adapting the format to the audience as needed.
• Coach technicians and agents and provide direct, constructive technical feedback without formal supervisory authority.
• Create and maintain accurate technical documentation, troubleshooting guides, and training materials.
• Stay current on supported commercial photo lab equipment, software, and related systems.
• Follow established processes and procedures consistently and reinforce those expectations when training or advising others.
• Own outcomes on assigned issues and projects, communicating clearly about status, setbacks, or mistakes and following through until they're addressed.

What You'll Bring

• High school diploma or GED required; Associate degree in a related technical field preferred.
• 5+ years repairing commercial photo lab equipment or supporting technicians on advanced on-site repairs.
• Strong diagnostic skills across mechanical, electrical, computer, and software systems, with the discipline to verify a fix before closing it out.
• Ability to step into Field Technician duties independently when needed.
• Comfort reading service manuals, schematics, and technical documentation.
• Ability to explain technical concepts clearly and walk others through troubleshooting, adjusting the approach to fit the person and situation.
• Experience leading classroom, virtual, hands-on, wet lab, and field-based training.
• Reliable follow-through on deadlines, commitments, and established procedures.
• Ability to receive and act on feedback while staying composed and professional when plans or expectations change unexpectedly.
• Strong communication, organization, and time management skills, with sound judgment under pressure.
• Valid driver's license and ability to travel, including overnight, and meet company driving requirements.
• Must currently hold a valid passport or be able to obtain one.

Physical, Mental, and Sensory Requirements

With or without reasonable accommodations, you must be able to:

• Sit, stand, walk, bend, kneel, and reach as needed to troubleshoot and repair equipment.
• Occasionally lift and move equipment, tools, or materials weighing up to 35 pounds.
• Work in tight or confined spaces as equipment and job sites require.
• Use required personal protective equipment (PPE) as needed.
• Safely use hand tools and diagnostic equipment.
• Analyze complex problems, manage multiple shifting priorities, and make sound decisions under pressure.
• See, hear, communicate, and use manual dexterity sufficient to perform technical support, field service, training, and equipment repair responsibilities.