Field Service Technician (Field & In-House Support

Description:

Crescent Brands brings over 120 years of industry leadership in custom picture framing and art supply product development, manufacturing, and global sales. As a multi-generational, family-owned company, we are financially strong and committed to a culture rooted in customer service, integrity, and respect. Our headquarters is in Wheeling, Illinois, with additional facilities in Tennessee and Germany. We are currently seeking a skilled and motivated Field Service and In-House Technician to support our Valiani computerized mat cutting (CMC) equipment across North America. Position Summary The Field Service and In-House Technician is responsible for installing, servicing, and supporting Valiani CMC equipment both in the field and at our Wheeling facility. This role requires strong electromechanical troubleshooting skills, customer-facing professionalism, and the ability to work independently. The technician will play a key role in ensuring customer satisfaction, machine performance, and ongoing operational success. Essential Functions Install and configure Valiani CMC equipment at customer locations Provide hands-on training to customers on machine operation, maintenance, and workflow Perform on-site troubleshooting, preventative maintenance, calibration, and repairs Provide in-house technical support, machine preparation, and testing at the Wheeling facility Deliver remote technical support via phone and email Diagnosing and resolving mechanical, electrical, and software-related issues Perform machine inspections and ensure optimal performance post-installation Maintain accurate service records, documentation, and reporting Collaborate with internal teams including sales, operations, and product support Represent Crescent Brands professionally in all customer-facing interactions

Requirements:

3-5+ years of experience in field service, industrial equipment, or related technical role Strong electromechanical troubleshooting skills Experience working with PC-based systems and software-driven equipment Ability to diagnose and resolve issues across mechanical, electrical, and software systems Comfortable working directly with customers during installations and service visits Strong communication and problem-solving skills Ability to work independently and manage service calls from start to finish Willingness to travel 30%-50%+ with flexibility based on customer demand Valid driver's license and ability to travel as required