Field Product Specialist - Southeast (Georgia Based)

Gradient•Atlanta, GA

12d•$70,000 - $85,000•Onsite

About The Position

Gradient is hiring a customer-facing Field Product Specialist based in Georgia to support customers in the Southeast, primarily in Georgia, with travel to other Southeastern states as needed. The role is required to be onsite with clients and involves approximately 50% travel. It combines hands-on technical work, customer support and training, product education, and collaboration with internal teams to support adoption of Gradient technology. The specialist works directly with customers and third-party contractors to provide in-field service, troubleshoot heat pump systems and related technologies, and train service partners. The role also works closely with Engineering, Product, Sales, and Product Management, sharing field insights to help improve products, diagnostics, reliability, serviceability, training, and the customer experience. The estimated salary is $70,000 to $85,000 USD per year, plus equity. Compensation varies based on factors including geography, skills, education, experience, and other applicable qualifications.

Requirements

Mechanical Engineering background.
At least 5 years of hands-on experience in a technical support role, preferably with hardware products.
Previous experience in a customer-facing or external-facing role.
Strong analytical and problem-solving skills, including troubleshooting, root-cause identification, and proposing effective solutions.
Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly and empathetically.
Excellent organizational and time-management skills, including handling multiple inquiries and prioritizing tasks.
Ability to adapt quickly to changing technologies, processes, and customer needs.
Willingness to continuously learn and upgrade skills.
Comfort performing hands-on repair and troubleshooting with mechanical, electrical, hardware, software, and connectivity components.
Ability to travel approximately 50% and work onsite with clients in the Southeast.

Nice To Haves

Knowledge of HVAC systems, building management systems, and controls.
Familiarity with IoT devices and integration.
Experience working with third-party contractors, especially in the trades.
Experience at early-stage companies positioned for rapid growth.
Passion for sustainability, climate technology, or mission-driven work.

Responsibilities

Address customer inquiries, troubleshoot technical issues, and resolve problems promptly.
Provide in-depth technical assistance for heat pump systems and related technologies.
Diagnose and troubleshoot system, hardware, and control problems; guide customers or escalate issues as needed.
Coordinate scheduling, logistics, and product support with internal and external stakeholders.
Collaborate with Engineering, Sales, and Product Management to resolve complex issues and provide feedback.
Perform hands-on troubleshooting, repairs, and replacements, including work involving computer and Wi-Fi connectivity.
Maintain site safety, comply with codes, and perform quality control.
Demonstrate in-depth product knowledge to customers.
Document field findings and identify recurring issues and opportunities to improve product reliability, serviceability, diagnostics, training, and customer experience.
Provide hands-on product, troubleshooting, repair, and service training to third-party partners, helping them independently support Gradient products.
Build strong relationships with regional service partners and provide technical guidance and escalated support.