Position Summary The Technical Service & Support Specialist provides advanced technical support for FP's electromechanical and software solutions, including postage meters, mailing equipment, and paper-handling systems. The role supports dealer technicians, customers, district sales managers, plus internal teams by diagnosing hardware or software issues, guiding repairs, assisting with installations, and providing technical expertise. To maintain hands-on proficiency, the Specialist may rotate through Repair Shop or Field Service assignments as needed. Essential Duties and Responsibilities

• Diagnosing technical malfunctions and operating issues through systematic questioning, troubleshooting, testing, and analysis.
• Provide step-by-step guidance to dealer technicians on settings, components, parts, adjustments, repairs, and part replacement.
• Resolve routine and complex hardware/software issues, investigate newly reported problems, and document findings and solutions.
• Use technical manuals, schematics, service documentation, and remote-support tools to support troubleshooting and demonstrations.
• Identify required parts, assist with parts ordering, initiate equipment return/repair requests, and communicate inventory replacement needs.
• Test, repair, replace, align, adjust, and calibrate defective or worn electromechanical/electronic components through board level; perform final quality-assurance testing.
• Train dealer technicians, customers, and employees on proper product operation, troubleshooting, maintenance, and repair, both remotely and in person.
• Perform or support field installations, repairs, deployment, initial configuration, technical training, and troubleshooting at dealer or customer locations, including work with vendor partners.
• Coordinate deployment and configuration of FP hardware and software and troubleshoot related IT/Windows connectivity or operating-system issues.
• Create, edit, and distribute technical documentation, including technical bulletins, service manuals, maintenance procedures, user guides, online help, release notes, FAQs, and technical updates.
• Test new or changed equipment against defined test plans, including testing required for regulatory approvals such as USPS and UL.
• Recommend improvements to product features, components, technical manuals, and user documentation; communicate recurring product issues and development concerns to management.
• Review open support cases daily, drive issues to resolution, and maintain timely communication with dealers, customers, and internal teams.
• Maintain accurate records of support and repair activity, upgrades, parts usage, adjustments, testing, installations, and other required administrative documentation.
• Participate in technical training for new and updated products, equipment, software, and processes.
• Maintain a clean, safe work area and comply with applicable health, safety, and environmental procedures.
• Work independently with minimal supervision while collaborating effectively with the team; perform other related duties as assigned. Education and Experience
• Associate's degree in a technical field or a minimum of five years of related technical service/support experience.
• Broad experience in electromechanical/electronic troubleshooting, repair, technical training, or technical support.
• Minimum two years of experience in a customer-facing technical support role.
• Working knowledge of Microsoft Windows operating systems and PC interaction with automated equipment.
• A+ certification or equivalent and at least one year of networking experience preferred. Core Competencies
• Strong hardware and software troubleshooting, diagnostic, analytical, and problem-solving skills.
• Ability to read schematics and work effectively from product repair and service manuals.
• Strong customer-service skills with professional verbal, written, presentation, and interpersonal communication.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong organization, documentation, time management, follow-through, and ability to manage multiple priorities.
• Self-motivated, adaptable, accountable, and committed to continuous learning, teamwork, integrity, and a positive professional approach.
• Ability to work efficiently under pressure in both support and production environments. Travel and Physical/Field Requirements
• Ability to travel independently, in and out of state, up to 25% of the time, sometimes on short notice.
• Ability to perform hands-on equipment troubleshooting, repair, installation, configuration, and training in shop, office, dealer, and customer environments.

Job Type:

Full-time Pay:

From $47,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance

Experience:

electromechanical: 1 year (Preferred)

Work Location:

In person