Field Service Technical Support Specialist

This job is with Quadient, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact - help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

As a Technical Support Specialist, you will use critical thinking and problem-solving skills to manage complex end-user support calls on Lockers to both technicians and end user customers. Responsible for answering inquiries via telephone, email, Teams and for processing and tracking orders utilizing our internal ordering system. Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards. Demonstrates the ability to work with limited supervision and adhere to office policies and procedures.

Your role in our future

• Provide mid to advanced technical support to customers, Field Service, Sales, and Marketing through various communication channels, ensuring exceptional customer care and satisfaction.
• Troubleshoot and resolve complex technical issues for Quadient solutions and products, leveraging problem-solving skills, creativity, and resourcefulness in dynamic situations.
• Communicate regularly with Product Engineers and team members, ensuring accurate information collection, proper documentation, and effective collaboration.
• Manage first and third-party technician scheduling, end-user communication, and billing accuracy while ensuring cost efficiency and maximizing service revenue.
• Develop technical documents, knowledge base articles, and training materials, while offering guidance to Level 2 Support Associates and Field Service Technicians.
• Utilize department applications (e.g., Teams, MyQuadient, Workday, Salesforce, ServiceMax) and uphold "Our EPIC Values" to enhance the overall customer experience.
  
  

Your profile

• Preferred Education: Preferred Education & Certification: Associate's degree in computer information/electronic technologies or related field (preferred).
• Required Experience: 5 years in troubleshooting and repairing hardware/software solutions, with a background in customer service and project leadership.
• Preferred Technical Skills: Working knowledge of electro/mechanical systems, Microsoft OS and Office Suite, and experience with Salesforce, CRM, TechSee, ERP, ServiceMax, OLS, Teams, and Talkdesk.
• Soft Skills: Strong time management, prioritization, and independent problem-solving abilities with a continuous learning mindset. Demonstrated ability to manage complex and escalated conversations.
• Additional Assets: Excellent communication skills (required), technical writing skills (preferred), ability to create and share inventive solutions.
  
  

Knowledge gaps can be filled. Even if you don't satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Harness your passion for technology. Apply now.

This Position Has a Salary Range Of

$42,300.00 - $63,500.00

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We're a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

• This includes being an Affirmative Action Employer in the United States.
  
  

People. Connected.