Field Service Engineer

ABOUT THE COMPANY
Retail Inkjet Solutions, Inc. (RIS) is an San Diego-based company founded in 2004 to develop and market an automated high-tech system for refilling empty inkjet printer cartridges inside major retail locations.  Much like one-hour photo processing, the consumer drops off their empty inkjet cartridge to be refilled by a retail operator.  The refill is priced at 40-70% less than buying a new cartridge and eliminates the waste of throwing away the empty inkjet cartridge.  The market for this service is poised to take off and RIS is well-positioned to become a leading provider of high-quality refill systems.  The Company began selling its systems to a major retail chain in 2007 and is gearing up for explosive growth with additional major retailers.

POSITION OVERVIEW
The Company has contracted with a major field service organization which handles first and second level support to the retailers, leveraging the service organization’s existing call center, technician workforce and training organization.  The primary scope of this Field Service Engineer position is to act as the main technical interface between this third party field service organization and RIS.  This lead role involves working closely the Company’s engineering, manufacturing and service management groups as well as with the third party service organization and our retail customers. In addition to coordinating technical support activities between these groups, you will be responsible for providing third level support to our retail customers, as needed. You will be involved in many aspects of technical support for the RIS equipment including repair, phone support, documentation, and training necessary to deliver world-class service to our retail customers.

The ideal candidate should have experience supplying technical support to other field service technicians. Candidate needs to be is a versatile, self-starter with strong technical and communicative skills. This position is ideal for someone with a strong background in service and support and a desire to be part of fast growing organization with growth opportunities.

Compensation will consist of both market rate salary and equity compensation in the form of stock options.  Significant growth opportunities are expected with company expansion.

 


DUTIES AND RESPONSIBILITIES

• Assume daily responsibility for technical support of the third party field service organization including hardware and software issues

• Primary call support person diagnosing equipment issues not solved by third party service

• Communicate field issues back to engineering and service management.

• Willing to travel to customer sites occasionally, as needed

This job is 50% technical and 50% relationship management.


KNOWLEDGE, SKILLS, AND ABILITIES

· Advanced technical skills in diagnosing electromechanical equipment

· In depth and practical knowledge of MS office

· Excellent customer skills

· Self starter, desire to contribute wherever necessary for success


CREDENTIALS AND EXPERIENCE
The following background is desired:

· At least 5 years experience in field service

· At least 2 years supporting other technicians on difficult technical and customer relations issues

· Experience writing service bulletins

· Experience interfacing with internal engineering and manufacturing staff

· At least 1 year of experience in a high growth company is a plus

· 2 years formal technical training or equivalent is preferred

· Experience doing field service in a retail environment is also a plus



Reports to:  Director of Service and Support

 

Location: San Diego – North County Inland

 

Salary: DOE

 

E-mail:   serviceengineer@retailinkjet.com