Location Requirement: Must reside in Columbia, SC 

Job Summary & Scope 

Provide timely service and support for Peak Technologies equipment, including installations, repairs, preventative maintenance, calibration, and sales support. 

Manage an assigned territory using reporting tools and data to drive efficiency, service quality, and revenue growth. Develop contingency plans as needed with guidance from senior team members. 

This role is responsible for maintaining high customer satisfaction, identifying growth opportunities during service events, and consistently achieving business objectives with minimal supervision. 

Demonstrate a positive, adaptable mindset and influence peers to embrace change and continuous improvement. 

Key Accountabilities 

• Drive revenue through the promotion and sale of service contracts, upgrades, parts, and billable labor.
• Maintain accurate inventory in compliance with company inventory control policies.
• Complete timely and accurate documentation of service activity, expenses, and time reporting.
• Deliver exceptional customer service and resolve customer issues effectively.
• Provide proactive communication to customers and internal stakeholders regarding service status, ETAs, and resolutions.
• Build and maintain strong relationships with internal and external customers.
• Install, maintain, and repair Forms Handling Equipment (FHE).
• Coordinate and schedule service activities based on regional priorities and demand.
• Promote operational excellence by identifying process improvements and challenging outdated methods.
• Participate in ongoing training and professional development related to Peak-Ryzex products and services.
• Comply with all safety policies and procedures.
• Perform additional duties and special projects as assigned. 

Education, Experience & Key Traits 

Technical Requirements 

• Advanced technical knowledge of electro-mechanical devices (e.g., thermal transfer printers, impact printers, laser printers, kiosk/ATM devices, forms handling equipment) or equivalent experience.
• Associate degree preferred or 2–4 years of related field service, IT, or industry experience.
• IT or process improvement certifications preferred. 

Skills & Abilities 

•  Ability to work independently within departmental guidelines.
• Strong problem-solving skills with the ability to interpret safety rules, operating manuals, and procedures.
• Escalate issues appropriately to minimize customer disruption.
• Effectively prioritize and manage multiple tasks.
• Strong proficiency in Microsoft Windows–based programs and mobile/phone applications.
• Self-motivated and able to perform under high-demand conditions.
• Ability to work from a home office with minimal supervision. 

Physical & Travel Requirements 

• Valid driver’s license with a safe driving record.
• Ability to lift up to 50 lbs without restriction.
• Ability to stand, bend, and handle equipment for extended periods.
• 90% daily travel within the territory; up to 20% overnight travel nationally.
• Ability to perform in high-pressure environments.
• Exposure to moderate noise and paper dust. 

Performance Targets 

Service Delivery: Consistent excellence in service execution and project delivery. 

Cost to Serve: Ongoing improvement in operational efficiency. 

Innovation: Meaningful improvements in safety, quality, and/or cost. 

Language Skills 

•  English required.
• Additional company languages include Spanish, French, and Dutch.
• Ability to read and interpret manuals, procedures, and correspondence.
• Ability to communicate effectively with customers and employees at all levels. 

Supervision 

This role does not supervise direct or indirect reports.