Field Service Specialist
About The Position
The Field Service Specialist (FSS) is a multifunctional role designed to increase service and sales and strengthen customer relationships within an assigned sales region. The specialist supports customers while balancing company needs, manages customer-site inventory through the vendor-managed inventory process, coordinates orders and equipment service requests, and provides technical and sales support to the sales team. The role involves visiting high-priority existing and prospective customer locations and completing work with minimal supervision in accordance with company standards. The position requires customer service, technical knowledge, communication, analytical, and business skills. The work environment consists of industrial mining conditions and requires compliance with applicable MSHA rules and regulations. Safety equipment includes a hard hat, safety vest, safety glasses, and MET steel-toe boots; respirator use is occasional.
Requirements
- A two-year technical degree in mechanical, engine, and/or fluid power, or two years of related experience and/or training, or an equivalent combination of education and experience; this qualification is preferred.
- Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals, and present information effectively to groups, managers, clients, customers, and the public.
- Ability to apply mathematical concepts—including probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions—to practical situations.
- Ability to solve practical problems and handle situations with limited standardization, and interpret written, oral, diagrammatic, or scheduled instructions.
- Knowledge of Microsoft Office products (Word, Excel, Access, Outlook, and PowerPoint), CRM, relational database management, and the internet.
- Demonstrated problem-solving, customer-service, technical, interpersonal, oral and written communication, mathematical, analytical, business, ethical, and professional competencies.
- Ability to work in a fast-paced, multifunctional environment and take responsibility for actions, including committing to long hours when necessary to reach goals.
- Ability to sit; talk or hear; use hands to finger, handle, or feel; occasionally reach, stoop, kneel, or crouch; regularly lift and/or move up to 10 pounds; and use small hand tools.
- Required vision abilities include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Ability to comply with MSHA rules and regulations and use required protective equipment, including a hard hat, safety vest, safety glasses, and MET steel-toe boots; occasional respirator use is required.
Nice To Haves
- A two-year technical degree in mechanical, engine, and/or fluid power, or two years of related experience and/or training, or an equivalent combination of education and experience.
Responsibilities
- Manage customer relationships and support customer needs to increase account penetration and retention, while learning the customer’s business.
- Advocate for customers while balancing the needs of the company.
- Understand and support company sales policies, procedures, and sales culture to provide effective customer service.
- Manage inventory at customer sites using the vendor-managed inventory process.
- Create orders as needed and submit them to customer care.
- Inspect required equipment and submit service-order requests as needed.
- Travel to high-priority existing and prospective customer locations as needed.
- Engage customers and build relationships to support account retention.
- Use tools and services to retain customers.
- Participate in establishing, maintaining, and achieving goals and objectives.
- Follow company sales processes and marketing strategies.
- Submit appropriate paperwork to the sales team and sales manager.
- Provide sales support to the sales team as required.
- Share customer and on-site knowledge with TSMs and the Sales Manager.
- Address account inquiries about products, services, deliveries, or other issues, or refer them as appropriate.
- Meet technical services goals for assigned accounts.
- Perform assigned service tasks.
- Identify opportunities to sell value-added service solutions to customers.
- Comply with applicable MSHA rules and regulations and use required safety equipment.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
