Proactive Service Representative

Position Summary

The Proactive Service Representative (PSR) is a specialized field role focused on delivering planned highâvalue service engagements. This position executes Preventive Maintenance Inspections (PMs) modernization and upgrade installations targeted reliability improvements onâsite customer training and advanced troubleshooting identified through data installâbase analysis or proactive service programs.

Operating as part of the Proactive Service Team the PSR works under the direction of the Proactive Service Manager and in close coordination with LCS Advisors Scheduling Technical Support and Regional Service teams. The role emphasizes preparation documentation customer communication and followâup to improve machine uptime extend equipment life increase customer satisfaction and drive lifecycle service revenue.

Essential Functions:

Proactive Field Service Execution

o Perform scheduled Preventive Maintenance Inspections (PMIs) following standardized checklists procedures and documentation requirements.

o Execute modernization and upgrade installations (controls software safety mechanical/electrical assemblies) per defined playbooks and quality standards.

o Conduct planned troubleshooting and condition-based corrective actions identified through machine history advisories or proactive campaigns.

Preparation & Field Readiness

o Review job scope machine configuration service history and required parts/tools prior to travel.

o Coordinate with Scheduling Parts and the Proactive Service Manager to ensure readiness before arrival on site.

o Maintain required tools software versions firmware service kits and test equipment.

Customer Engagement & Education

o Serve as a proactive trusted technical resource during on site visits.

o Communicate findings clearly including risks recommendations and improvement opportunities.

o Deliver basic operator or maintenance coaching during visits as appropriate.

o Represent Stiles professionally and reinforce the value of proactive service agreements and modernization programs.

Documentation & Reporting

o Complete service reports PMI checklists and upgrade documentation accurately and on time.

o Capture machine condition data photos measurements and recommendations to support follow up actions.

o Provide feedback to the Proactive Service Manager Technical Support and Product teams regarding recurring issues or improvement opportunities.

Collaboration & Continuous Improvement

o Partner with Regional Field Service Representatives to support skill transfer and best practice sharing.

o Support pilot programs new PMI procedures tooling standards or modernization offerings.

o Participate in training certifications and standardization efforts led by Stiles University or Technical Support.

Safety & Compliance

Recognize and mitigate safety hazards in accordance with company standards.

Qualifications

• 37 years of experience as a Field Service Representative Maintenance Technician or similar technical role in industrial equipment or CNC machinery.
• Strong working knowledge of mechanical electrical pneumatic and control systems.
• Demonstrated experience performing PMs alignments inspections upgrades or installations preferred.
• Ability to work independently in the field with strong planning and organizational skills.
• Valid drivers license and ability to travel extensively.

Skills and Abilities

• Strong diagnostic and structured problem-solving skills.
• Excellent written and verbal communication with customers and internal teams.
• Discipline in documentation checklists and standardized work.
• Customer-centric mindset with a focus on uptime reliability and long-term value.
• Proficiency with Microsoft Office (Word Excel Outlook); familiarity with CRM/ERP and service reporting tools.
• Safety-focused and detail-oriented.

Work Environment:

• Office / Customer Site / Field / Warehouse environments as assignments require.

Required Experience:

Unclear Seniority