Field Service Specialist

Aerzen USA Corporation • Benicia, CA

4d

About The Position

The Field Service Specialist oversees a team of field technicians, coordinates the scheduling and delivery of on-site services and parts for customers and technicians in the field. This role is focused on ensuring timely service delivery, achieving financial targets, and maintaining high customer satisfaction. The Field Service Specialist collaborates with the Regional Service Manager and Regional Director to execute regional service strategy, achieve revenue and customer satisfaction goals, inventory management, achieve training objectives, and enhancing team efficiency in repairs and field services.

Requirements

• Education: Associate or Bachelor’s Degree (or equivalent work experience).
• Experience: 5-7 years of relevant customer support experience.
• Computer Skills: Proficient in Microsoft Windows, Word, Excel, PowerPoint, and ERP/CRM systems.
• Ability to travel 10-20% of the time for business when needed.

Responsibilities

• Lead and coordinate the daily activities of the field service technician team.
• Assists Service manager building a qualified and well-equipped team, ensuring ongoing development of knowledge, skills, and capabilities.
• Coordinate the scheduling and dispatching of service technicians to meet customer demands while managing technician utilization. Maintain accurate data in CRM and ERP systems.
• Schedule and lead weekly Field Service Meeting to discuss topics including job schedule, lessons learned, safety, product/service updates and technician development.
• Provide technical support to service personnel performing on-site services, including installation, troubleshooting, preventive maintenance, and repairs. Thoroughly review customer scope/needs and prepare service technicians with all relevant information and materials before customer visits to ensure expectations are met.
• Interact with customers to respond to inquiries and provide exceptional service by addressing issues promptly and professionally.
• Generate service quotes by identifying components for repair, service, and parts, and create quotes in the ERP system. Identify customer needs and offer additional solutions when appropriate.
• Ensure timely order fulfillment, keeping customers informed about delivery schedules and coordinating material deliveries and inventory to meet service center needs.
• Assist the Regional Service Manager on driving key initiatives throughout field services, including best practice development, departmental scaling, and improvements in customer experience.
• Review and approve expense reports, timecards, and PTO requests for direct reports, ensuring compliance with company policies and procedures as directed by the Regional Service Manager.
• Ensure compliance with all relevant federal, state, and local regulations, as well as customer-specific requirements related to safety, employment, and environmental standards.
• Monitor service reports, ensuring follow-up on future service needs and requirements.
• Maintain appropriate field technician stock levels to ensure efficient and timely service.
• Support the Aerzen sales team and channel partners in driving aftermarket growth.
• Stay updated on new products, service offerings, and company initiatives that affect the regional team and customer base.
• Additional duties as assigned by supervisor.

Benefits

• Aerzen USA offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees