Field Service Representative

Forterra • Clarksburg, WV

5d • Onsite

About The Position

The Field Service Representative (FSR) is a senior individual contributor who operates with full independence across all aspects of field service — technical execution, customer relationship ownership, and cross-functional contribution. Reporting to the Field Service Manager or Director of Customer Success, the FSR owns a portfolio of customer accounts, exercises independent judgment in the field, and serves as the trusted technical authority for both customer stakeholders and internal teams. The FSR is not directed through their work — they assess situations, determine the right course of action, and are accountable for the outcomes of those decisions. The FSR owns the customer relationship end-to-end and is expected to resolve complex, ambiguous, and non-routine situations through the application of advanced knowledge and independent judgment.

Requirements

• 5+ years of experience in a field service or customer-facing technical role, ideally supporting hardware-software integrated products.
• Demonstrated track record of owning customer relationships and delivering results independently.
• Expert-level ability to diagnose and resolve complex hardware-software issues without guidance.
• Proven ability to translate field observations into structured product feedback for engineering and product teams.
• Strong written and verbal communication skills across technical and non-technical audiences.
• Ability to travel up to 75%, including internationally and hazard zones

Nice To Haves

• Relevant degree in engineering, electronics, or a related technical discipline, or equivalent professional certification.
• Experience mentoring and developing junior field service staff.
• Prior experience supporting autonomous systems, robotics, or defense-related platforms.
• Familiarity with military or government customer environments

Responsibilities

• Own the end-to-end customer relationship at assigned accounts — managing operational readiness, navigating complex customer situations with independent judgment, and serving as the trusted technical authority for customer stakeholders.
• Proactively manage account health, surfacing risks and issues to internal teams before they affect customer satisfaction or contractual compliance.
• Navigate difficult customer conversations — including escalations, unmet expectations, or contractual tensions independently and in a way that strengthens the relationship.
• Represent Forterra professionally and credibly in all customer-facing settings, including high-visibility engagements.
• Diagnose complex hardware-software issues, perform advanced repairs, and lead technical execution at customer sites with full independence.
• Identify trends in system performance and translate them into structured, actionable feedback for engineering and product teams.
• Exercise sound judgment in deciding when to escalate versus resolve in the field — and is accountable for those decisions.
• Lead delivery of customer and internal training programs, ensuring customers are proficient on equipment operation, maintenance, and troubleshooting.
• Contribute to improving training materials based on firsthand field experience and customer feedback.
• Help develop FST I and FST II colleagues into more capable and independent contributors.
• Produce detailed technical summaries, field reports, and customer communications that serve as models for junior team members.
• Proactively surface field observations, account risks, and product feedback to internal teams without being asked.
• Identify systemic product or process issues and communicate them clearly to engineering, product, and program leadership.
• Plan and manage site visits across multiple customer accounts with a high degree of independence.
• Anticipate customer needs, proactively coordinate with internal teams, and adjust plans in real time when field conditions change.
• Contribute to broader Field Service planning by surfacing account-level insights that inform resource allocation and scheduling decisions.
• Serve as the go-to mentor for the team across technical, customer relationship, and field execution topics.
• Develop FST I and FST II colleagues into increasingly capable and independent contributors helping them understand not just the how but the why behind field service decisions.
• Champion process improvements and follow up to ensure the team executes to standard.
• Manage a complex portfolio of customer accounts across multiple sites, including potential international assignments.
• Ensure compliance with all safety standards during travel and field operations.
• Ability to travel up to 75%, including internationally and hazard zone

Benefits

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed