Field Service Technician

Humanscale•New York, NY

3d•Onsite

About The Position

The Field Service Technician is responsible for inspecting, updating, and installing company product at the customer site on an as needed basis. They will assist in maintaining solid customer relations through quality installations, excellent customer service, and superb problem-solving skills. They work closely with sales and office personnel to ensure quality in their district.

Requirements

Two years of related experience or training
High school diploma or equivalent
Sales and/or Customer Service experience
Communicate effectively verbally and in writing
Demonstrate the ability to work under pressure
Quick learner and problem solver; able to seek out solutions autonomously
Able to decipher ambiguous situations and identify the proper path
Strong time-management and organizational skills
Robust documentations skills
Proven ability to partner with others to accomplish goals
Ability to remain focused with interruptions and return to task quickly
Ability to summarize a lot of information into a few bullets
Ability to pay for gas, parking, and parking meters up front and submit for reimbursement
Valid driver’s license and automobile insurance
Adequate transportation for transporting product and equipment within the designated geographic area (for NYC – preferred, but not required).
Ability to perform work outside of the office either at customer sites and/or other offices
Must be able to lift, push and pull 60 pounds and maneuver any single package weighting up to 151 pounds with appropriate equipment
Must be able to do repetitive bending and stretching
Must be able to stand on feet for long periods of time
Must be able to use hand tools throughout the workday weighing approximately 5-10 pounds
Must be able to drive throughout the workday
Basic proficiency in MS Office

Nice To Haves

for NYC – preferred, but not required

Responsibilities

Handle all facets of the customer’s field service experience in dedicated territory
Promptly incorporate all new processes and knowledge into daily workflows
Conduct installations and warranty repairs for all existing and new Humanscale products
Identify, analyze, and solve problems
Respond to all customer requests and complaints in a courteous, professional, and caring manner
Ensure that all customers feel they are a priority
Provide education to the customer
Perform at a high level of accuracy and productivity without sacrificing quality
Follow all company and customer safety rules, including maintaining a safe, clean, and orderly work area
Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the company
Understand how installations and warranty repairs are conducted for all existing and new Humanscale products
Perform large, strategic installation projects, acting as liaison between the customer, dealer, sales, administrators, and operations personnel
Document customer work performed and maintain accurate records
Communicate additional needs for any open requests
Close completed requests
Submit defect reports as needed
Share information not only with peer teams but also with the leadership team to facilitate effortless and transparent experiences
Office support for mockups and installation
Inventory management such as placing orders for stock, put stock away, and pull stock to stage for warranty or installation work
Complete reporting for supervisor assigned tasks
Maintain comprehensive knowledge of all existing and new Humanscale products
Demonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, sales, management, and other co-workers
May be Involved in large escalations, including calls with the customer, and answer any questions that may arise
Ensure the Humanscale brand is reflected at each touchpoint of the process
Attend all company training and meetings as scheduled
Maintain a clean and professional personal appearance
Adhere to Humanscale procedures and departmental standard operating processes
Be a catalyst for continuous improvement
Prevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root cause
Proactively suggest solutions based on past resolutions and experience
Resolve issues to not only address the immediate issue, but also incorporate resolutions at a root cause level