Field Services Associate

Field Services Associate

POSITION OVERVIEW

The Field Services Associate position is responsible for delivering the highest quality onsite support for our customers. An individual in this role is expected to be highly professional in all customer interactions capable of working autonomously and proficient at providing solutions to complex problems. This role will work closely with our inside/outside Sales and our Customer Relationship Manager groups to identify opportunities to improve customer satisfaction uncover new business opportunities discover opportunities for wallet share expansion and to ensure the retention of our customers.

Candidate is expected to be within a reasonable commute to Philadelphia International Airport (PHL)

RESPONSIBILITIES AND DELIVERABLES

• Provides commissioning startup and installation support of all Industrial Scientific hardware and software including advanced connected safety solutions (remotely and onsite)
• Manages routine support schedule of customers requiring recurring service visits.
• Leads basic hands on/ operational level training for Industrial Scientific products and services (remotely and onsite)
• Conducts onsite troubleshooting repair and error/technical issue solutions for Industrial Scientific products services and accessories
• Exercises sound judgement in problem solving and develops solutions to complex customer issues
• Acts as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of ISC products and services
• Documents tracks and monitors issues to ensure a timely resolution and may be assigned specific customer accounts to own and proactively manage
• Proactively engages with Field Services team members and other teams within the organization to share lessons learned best practices suggest product/service improvements and to expand own knowledge base to drive continuous improvement of the role and processes

ORGANIZATIONAL ALIGNMENT

• This role reports to the Field Services Manager North America
• This role does not have any direct reports

QUALIFICATIONS

SKILLS & WORK TRAITS

• Willingness to travel up to 75 of the time (business days home nearly all weekends)
• Superior teamwork skills
• Excellent analytical and problemsolving skills combined with the ability to provide timely resolution to problems
• Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences
• Enthusiasm for continuous improvement
• Demonstrable success in thinking strategically executing tactically and providing consistent and high levels of customer satisfaction
• Understanding of gas detection applications and general knowledge of the industries that Industrial Scientifics customers operate within
• Thorough understanding of all Industrial Scientific products applications and service offerings
• Experience with iNet and Jira
• Certifications/credentials: Technical Training or Certificate program TWIC DISA Confined Space Access Certification MSHA Certification
• Ability to effectively engage in high level selfdirected time management and prioritization of workload

REQUIRED

• Ability to obtain a passport and all other required documents (drivers license etc. for domestic and occasional international travel
• Electronic technician and/or technical support experience

PREFERRED

• Demonstratable success in identifying new business/upsell opportunities

TECHNICAL COMPETENCIES

• Highly competent in troubleshooting electronic devices
• Proficiency with technology including computers MS Office programs HyperTerminal and the ability to learn proprietary software
• Familiarity with computer networking Microsoft Server Static and Dynamic IP addressing

EDUCATION

• Bachelors Degree or equivalent work experience

COMPANY OVERVIEW

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