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Field Services Associate

4 months ago

Houston, Texas, United States Fortive Full time
Position overview

The Field Services Associate position is responsible for delivering the highest quality on-site 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 find opportunities to improve customer satisfaction, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers.

Please note, that the is a remote, field-based role, covering the gulf area.

Candidate is expected to be within a reasonable commute to the George Bush Intercontinental Airport (IAH).

Responsibilities and deliverables
  • Provides commissioning, start-up, and installation support of all Industrial Scientific hardware and software, including advanced connected safety solutions (remotely and on-site)
  • Leads basic hands on/ operational level training for Industrial Scientific products and services (remotely and on-site)
  • Conducts on-site 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 Supervisor, 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
  • Ability to effectively engage in high level self-directed time management and prioritization of workload
  • Excellent analytical and problem-solving 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
Required
  • Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
  • Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
  • Electronic technician and/or technical support experience
Preferred
  • Demonstratable success in identifying new business/upsell opportunities
  • Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific's customers operate within
  • Thorough understanding of all Industrial Scientific products, applications, and service offerings
  • Experience with iNetTM, , and Jira
  • Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
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
  • Bachelor's Degree or equivalent work experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.


We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.


We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.


At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.


At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.


At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.


Fortive: For you, for us, for growth.


Ready to move your career forward? Find out more at

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity.

We Are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.