Field Technician, Application (Garment Technology)

Role Overview

The Field Technician, Application (Garment Technology) provides technical knowledge, training and support to internal and external customers and subsidiary partners for the Garment Technology (GT) Product Line. This includes traveling to customer sites, trade shows to perform field installations, service and training for these products. This role provides in-house product demos including work flow, product advantages, creation of samples, etc. This position formulates installation, maintenance, diagnostics and establishes the science for piezo electric technological solutions. This role creates support material in the form of developing videos and portable document formats (pdfs) for instructional purpose from both a technician support level and at the customer level.

Duties & Responsibilities

Install/Service Calls

• • Perform installation and repairs onsite at the customer location
  • Work with internal travel agency and service coordinator to determine the most cost effective method to service the customer
  • Maintain good records and receipts for expense reporting purposes and ensures expense reports are submitted according to company policy
  • Interact and communicate with Brother Industry Limited (BIL) personnel to identify and report technical issues and provide solutions to technical issues when the factory requires
  • Provide technical support to Industrial Product Division (IPD) personnel, including customer trip reports that identify all work performed for service calls, installation, seminars, and trade shows

Training

• • Develop training programs customized to each individual customer base per the sales package and customer type (screen-printer, mass-production, retail)
  • Educate the customers on the mechanical, software, and maintenance aspects of the Garment Technology products
  • Conduct technical seminars at Brother facilities and in the field for hands-on training with customers (such as printing on garments)
  • Assesses a customer’s level when at their location performing product installation and cater training to meet their needs and knowledge level
  • Train the distributor (resellers of the product such as the garment printer) on the installation, use, maintenance, and repair of GT products as well as on any reporting aspects that Brother may require

Customer Service/Phone Support

• • Provide telephone support to customers, dealers, distributors and sales staff on troubleshooting of Brother piezo-inkjet solutions and applications

Support Material

• • Produce and edit creative videos for maintenance and for diagnosing the piezo-inkjet solutions and applications
  • Create pdf’s that help resolve common customer issues and that can help in general troubleshooting matters
  • Maintain ongoing knowledge by reviewing all factory released information and updates
  • Inform the customer of all technical updates during any service visit or phone support situation

experience & Qualifications

education

• • Minimum 3 years Experience in the maintenance, diagnosis and repair of printing equipment
  • Minimum 3 years Supporting customers by answering technical support based questions

Languages

• • Spanish Preferred

Software/Technical Skills

• • MS Office (Word, Excel and PowerPoint) Basic Required
  • Adobe Photoshop, Illustrator, Corel Draw Intermediate Preferred

Other Skills/Knowledge/Abilities

• • Strong verbal and written communication skills
  • Experience in developing and conducting customized training programs
  • Strong organizational skills

Additional Details for This Role

This role will be a hybrid field-based role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

Base Salary

• • The targeted base salary range for this position is $60,000 – $70,000 year.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

Not a Bonus Eligible Role

• • This role is not eligible to participate in Brother’s bonus incentive plan. The base pay accounts for the entirety of the role’s annual cash compensation.

Auto Allowance

• • This position is also eligible for an auto allowance paid monthly in the first pay period of each month. This auto allowance may be used in the employee’s sole discretion but is intended toward maintenance of the employee’s own vehicle they’ll be using for business commuting. This is independent and in addition to the company’s Travel & Entertainment policy, which covers mileage reimbursement and additional business travel expenses.

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