J202604001 Field Service Technical Support Specialist

As a Field Service Technical Support Specialist, you’ll be the go‑to expert supporting technicians and end users who rely on Quadient’s locker and digital solutions. In this role, you’ll troubleshoot complex hardware, software, and network issues, guide customers through solutions with clarity and care, and manage technical escalations that require advanced problem‑solving.

You’ll collaborate closely with Product Engineering, Field Service, Sales, and Marketing teams while independently managing support cases, coordinating third‑party technicians, and ensuring each customer receives an exceptional experience. This role is perfect for someone who thrives in a fast‑paced, technical environment, enjoys digging into unfamiliar challenges, and takes pride in delivering solutions that genuinely help

Your role in our future

• Deliver mid‑ to advanced‑level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen‑share assistance.
• Troubleshoot complex scenarios by leveraging problem‑solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently.
• Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation.
• Coordinate and oversee third‑party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience.
• Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures.
• Collaborate with Product Engineering and cross‑functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.