Field Service Technical Support Specialist

Company Description: At Quadient , we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. Job Description: 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. Qualifications: Associate’s degree in Computer Information, Electronic Technologies, or a related field preferred, plus 5+ years of experience troubleshooting and repairing hardware/software solutions. Strong electro‑mechanical knowledge with the ability to diagnose complex electronic issues, interpret schematics/PCB boards, and create effective technical workarounds. Certifications such as A+ or Network+ preferred, along with proven time‑management skills, independent decision‑making, and a continuous‑learning mindset. Excellent communication and documentation skills, including experience with technical writing and cross‑functional collaboration. Proficiency with Microsoft Windows and Office applications, plus familiarity with tools such as Salesforce, ERP/CRM systems, SAP, ServiceMax, Oracle, CPQ, OLS, and Talkdesk. Strong customer service background. Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. ​​Harness your passion for technology. Apply now.​ #LI-NB1 Additional Information: Rewards & Benefits Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program. Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. Caring for Wellbeing: Access our complimentary employee assistance program for mental health support. Smart Work at Quadient At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together. Be yourself at Quadient Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice. We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected] Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law. People. Connected.