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Job Title: Field Service Technician

Job Description

As a Field Service Technician, you will create exceptional customer experiences by providing prompt and professional technical assistance and solutions. You will deliver front-line remote and onsite field services, including equipment installation, customer training, maintenance, and repair. The role requires daily and overnight travel, which may include crossing country borders.

Responsibilities

+ Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s).

+ Troubleshoot and repair technical problems with users' equipment via telephone, email, remote diagnostic tools, and onsite visits.

+ Provide remote and onsite customer installations and training.

+ Create and maintain support cases in ERP as per defined Standard Operating Procedures (SOP’s).

+ Coordinate shipment of replacement/repair and loaner units.

+ Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s.

+ Follow up on all open customer cases and issues to ensure timely and satisfactory resolution.

+ Escalate critical customer technical cases that need next level of Tier involvement as per SOP’s.

+ Complete assigned customer-related projects.

+ Engage in continuous self-driven internal education regarding the company’s product line.

+ Achieve personal and team goals to meet performance targets.

+ Lead Channel Support activities as defined and required in applicable geography.

+ Mentor Tier 1 employees to strengthen technical competencies across the product line and develop them for further advancement opportunities.

+ Perform escalated repair center activities as applicable by geography.

+ Manage Tier escalated cases and enter JIRA Issues as per SOP’s.

+ Respond to low customer satisfaction scores and negative feedback with customer outreach and countermeasures as per SOP.

Essential Skills

+ Competence in repairing electrical, electronic, and mechanical systems with the ability to troubleshoot and repair technical problems independently.

+ Technical knowledge of ERP, CRM, and Call Center software and operations.

+ Collaborative spirit with other departments to deliver prompt and professional customer service.

+ Ability to support sales staff by providing technical expertise for new and existing projects and at trade shows and exhibitions.

+ Capability to influence and generate new sales leads across the company’s product portfolio.

+ Identify opportunities for product and process improvement.

+ Positive, cooperative, and flexible attitude.

+ Clear, concise, and timely communication skills.

Additional Skills & Qualifications

+ Five years’ experience providing front-line customer-facing industrial equipment support and maintenance in a fast-paced technical support role.

+ Working knowledge of CMYK printing systems and digital color management tools and techniques.

+ Experience with image design software such as Adobe Illustrator and Photoshop and RIP programs.

+ Background and knowledge of the commercial and industrial printing industry.

+ Experience within Call Center operations and software.

+ Experience working in Case Management ERP or CRM system.

+ Working knowledge of Windows operating systems, machine control software, networks, and graphics programs used in the commercial printing industry.

+ Proven ability to provide exceptional customer service and experiences.

Why Work Here?

You will join a team passionate about designing, manufacturing, and selling innovative products and services that fulfill customer needs. The company offers a comprehensive benefits package, including medical/dental insurance, 401(k), profit sharing, and an employee stock purchase plan. The organization is committed to equal opportunity and affirmative action, fostering an inclusive work environment for all qualified applicants.

Work Environment

Work will be completed remotely or at customer locations.

Job Type & Location

This position will support customers in the Dallas, Texas area

Pay and Benefits

The pay range for this position is $70000.00 - $72800.00/yr.

AstroNova offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) plan with employer contributions, profit sharing, an employee stock purchase plan, and paid time off (PTO). The company also provides an employee assistance program and may offer tuition reimbursement, flexible work hours, and employee discounts as part of their commitment to employee health and wellbeing.

Health & Wellness

Medical,

Dental, and Vision Insurance: AstroNova provides health insurance coverage to support the wellbeing of its employees.

Employee Assistance Program (EAP):

A confidential service offering resources, counseling, and support for employees dealing with personal or work-related problems.

Wellness Programs:

In addition to the EAP, the company may have wellness programs to encourage employee health.

Financial & Retirement

401(k) Plan: Employees can save for retirement through a 401(k) plan.

Profit Sharing: The company offers a profit-sharing plan, providing a share of company profits to its employees.

Employee Stock Purchase Plan (ESPP): Employees have the opportunity to purchase company stock.

Paid Time Off (PTO): AstroNova provides paid time off for employees.

Other Benefits & Perks

Tuition Reimbursement: AstroNova may offer tuition reimbursement for eligible, work-related classes to support continuing education.

Flexible Work Hours: The company provides flexible work hours to help employees balance their work and personal lives.

Employee Discount Programs: Employees can benefit from discounts on various goods and services.

Workplace Type

This is a hybrid position in Dallas,TX.

Application Deadline

This position is anticipated to close on Oct 20, 2025.

About Aerotek:

We know that finding work is hard, and finding meaningful work is harder. Aerotek connects 180,000+ light industrial and skilled trades workers with 14,000+ employers each year, helping our workers navigate an evolving labor market and find jobs that meets their goals, skills and interests. Since 1983, we have provided a variety of career opportunities across North American industry – from short-term assignments at Fortune 500 companies where you can build your skills, to long-term opportunities where you can play a vital role solving for companies’ construction, manufacturing and maintenance challenges. Our 1,500+ experienced recruiters across 250+ offices work relentlessly to put our workforce in a position to thrive. Let us rise to meet your challenges and put our people-are everything spirit to the test as your career continues to grow.

Aerotek offers weekly pay, employee benefits including medical, dental & vision, life insurance, health advocacy and employee assistance programs, a 401(k) plan, and employee discounts.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.