Field Support Specialist

Grote•Madison, IN

2d•Onsite

About The Position

The Field Support Specialist is a critical customer-facing role within Grote Networks – the advanced technologies and telematics division of Grote Industries. This individual is responsible for the hands-on installation, commissioning, troubleshooting, and maintenance of Grote Networks' next-generation semi-trailer connectivity and telematics systems at customer locations across North America. This role serves as the face of Grote Networks in the field, directly representing the brand during customer onboarding and ongoing support engagements. The Field Support Specialist works independently and alongside internal teams to ensure every installation and field service interaction delivers a best-in-class customer experience. This position requires deep technical aptitude across vehicle electrical systems, rugged mobile computing hardware, and connectivity infrastructure, combined with strong communication skills to effectively engage fleet operators, technicians, and site managers. This is a high-travel, field-based role requiring flexibility, self-direction, and a customer-first mindset. The ideal candidate is a technically skilled problem solver who takes pride in precision workmanship and proactive communication.

Requirements

Vehicle electrical systems, wiring harnesses, power distribution, and grounding principles.
Rugged mobile computing hardware, mounting systems, and connectivity infrastructure.
Installation and commissioning procedures for fleet technology hardware.
Basic knowledge of telematics, GPS, or connected vehicle technologies preferred.
Electrical diagnostics, troubleshooting, and systematic problem resolution in vehicle and industrial environments.
Hardware assembly, installation, and integration following technical documentation and specifications.
Clear written and verbal communication — particularly in creating field reports and interfacing with customers.
Time management and self-organization to execute multiple service events across different locations.
Work independently with a high degree of accountability in remote, customer field environments.
Follow and apply detailed written diagnostic and installation protocols consistently and accurately.
Identify root causes of hardware and electrical issues and implement effective, lasting repairs.
Manage competing priorities and urgent requests while maintaining quality and professionalism.
Build rapport quickly with customer personnel across varying technical backgrounds.
Hands-on installation and service of vehicle-mounted electronic systems or industrial hardware.
Cross-functional collaboration with engineering, customer support, and operations teams.
Documentation of field activities, service events, and customer communications.
Emergency response and escalation handling in a time-sensitive field service environment.

Responsibilities

Install and commission Grote Networks hardware on commercial vehicles, including trailer connectivity units, sensors, power systems, and mounting assemblies at customer fleet locations.
Lead and oversee pilot installations for new customer engagements, ensuring systems are deployed correctly and meet all technical and operational specifications.
Conduct pre-installation site surveys and vehicle assessments to plan and document installation requirements.
Follow and enforce documented installation protocols, wiring diagrams, and assembly procedures to ensure consistency and quality across all deployments.
Provide on-site technical support and diagnostics for current and prospective customers, resolving hardware, electrical, and connectivity issues efficiently.
Respond to emergency field repair requests with minimal notice, including the potential for interstate travel and non-standard hours.
Perform systematic troubleshooting of vehicle wiring, harnesses, power systems, and hardware components using both diagnostic tools and written protocols.
Collaborate with the Customer Support and Engineering teams to escalate complex issues, share field findings, and contribute to troubleshooting best practices.
Serve as the primary on-site technical contact during customer onboardings, clearly communicating installation progress, system operation, and next steps.
Assess customer needs and concerns directly in the field and work to resolve them promptly or route them to the appropriate internal team.
Build positive relationships with fleet operators, maintenance supervisors, and site personnel to foster trust and confidence in Grote Networks' solutions.
Create detailed, accurate field reports documenting installation activities, service events, issues encountered, and resolutions provided.
Contribute to the development and continuous improvement of installation guides, diagnostic procedures, and troubleshooting documentation.
Communicate customer needs, recurring field issues, and product improvement opportunities to internal stakeholders including Engineering and Product teams.