Field Technician - Houston, TX (Remote)

Position Summary

The Field Technician provides on-site technical support, troubleshooting, and repair on behalf of Retail Imaging, an authorized Fujifilm service provider. This role is responsible for diagnosing and resolving issues at customer locations, completing accurate documentation, coordinating with internal teams and customers, and supporting the successful execution of service work orders and equipment installations.

Essential Functions

• Travel to customer locations to install, maintain, diagnose, troubleshoot, and repair inkjet, sublimation, xerographic, and silver halide imaging technology. Models covered include Fujifilm LP9700, LP5700, DL600-series, and CX3240, and peripherals including computer equipment and software.
• Perform preventative maintenance to ensure equipment reliability and performance.
• Complete and submit all required deliverables, including call reports, test prints, images, and supporting documentation.
• Monitor and review work orders for accuracy, completeness, and proper disposition.
• Maintain accurate documentation of service activities, troubleshooting steps, and resolutions in service management systems.
• Communicate service updates, ETA changes, and issue resolutions to clients and internal stakeholders.
• Escalate complex technical issues when additional support or engineering assistance is required.
• Identify recurring issues and recommend process or technical improvements.
• Participate in team meetings, training sessions, and process reviews.
• Support continuous improvement in service quality and operational efficiency.
• Maintain service tools, equipment, and company-issued assets.
• Maintain current technical knowledge through training materials, service manuals, and internal documentation.
• Represent the company professionally and appropriately at all times.
• Provide escalated phone support to onsite field technicians when not assigned to customer locations.
• Effectively complete installation and repair work on cruise ships while docked, with the possibility of traveling with the ship at sea if needed.

Required Experience, Education, Skills, and Abilities

• High school diploma or GED equivalent.
• At least three years of experience in field service, equipment maintenance, technical support, or a related troubleshooting role.
• Experience installing, repairing, or maintaining technical equipment preferred.
• Working knowledge of Microsoft Office and experience using service management or ticketing systems preferred.
• Strong troubleshooting and analytical thinking skills.
• Strong written and verbal communication skills.
• Strong attention to detail and documentation skills.
• Strong organizational skills and ability to manage multiple priorities.
• Valid driver’s license and driving record that meets company insurance requirements, with the ability to operate a company-provided leased vehicle in accordance with company policies.
• Ability and willingness to travel, including extended and overnight travel, multi-day assignments, and travel by air or sea nationally or internationally; a valid passport will be required.
• Adaptability and willingness to learn new systems, tools, and processes.
• Ability to remain professional and demonstrate a commitment to exceptionally customer service. 

Physical, Mental, Cognitive, and Sensory Requirements

The individual in this role must be able to perform the essential functions of the position with or without reasonable accommodation(s).

Physical Requirements

• Travel frequently to customer sites within assigned regions and outside the region as needed.
• Stand, walk, bend, kneel, and reach while servicing equipment.
• Lift, carry, and transport tools, parts, and equipment up to approximately 70 pounds.
• Use hands and fingers to operate tools, equipment, and mobile devices.
• Work in a variety of environments, including offices, cruise ships, warehouses, laboratories, and customer facilities.
• Work in wet lab environments that may require the use of personal protective equipment (PPE) and adherence to hazardous material handling procedures.
• Occasionally work in confined spaces or at varying heights, as required by service needs.

Mental and Cognitive Requirements

• Maintain attention to detail while diagnosing equipment.
• Analyze problems and develop logical, effective solutions.
• Manage multiple tasks and adapt to changing priorities.
• Follow technical instructions, service procedures, and safety guidelines.
• Learn and apply new technologies, tools, and equipment.

Sensory Requirements

• Read information on computer screens, mobile devices, and written materials.
• Communicate effectively in written and verbal form.
• Observe equipment performance and identify operational issues.