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Field Services Specialist

2 months ago

Jacksonville, United States Centegix Full time
Job DescriptionJob DescriptionDescription:

CENTEGIX® is the industry leader in incident response solutions. CENTEGIX® innovates technology to empower and protect people, and leaders nationwide trust our safety solutions to provide peace of mind. Our award-winning CrisisAlert™ platform is the fastest and easiest way for staff to request help in any emergency, from the everyday to the extreme. Our Internet-of-things (IoT) platform utilizes a powerful blend of hardware, software, and wireless technologies to ensure campus-wide rapid, accurate, and reliable communication of emergency incidents. Instant communication through visual cues and audio integration enables rapid response to any incident or crisis, anywhere on a campus. Because in a crisis: Every. Second. Matters.


Purpose

We are seeking a Field Services Specialist to join our expanding installation team in Northeast Florida, primarily supporting the Duval County School System and surrounding areas. In this role, you will ensure our IoT platform remains fully operational, providing onsite support, and fostering confidence among end users and administrators in utilizing our services effectively.

The Field Service Specialist will play a key role in engaging with customer site leaders across Operations, IT, and Facilities to resolve issues, manage inventory, and support the seamless integration of CENTEGIX platforms. Additionally, you'll collaborate closely with our Customer Success, Command Center, and Product teams to ensure optimal customer experience and continuous platform improvement.


Position Responsibilities

  • Engage Operations, IT, and Facilities leaders at customer sites to resolve IoT platform issues that arise from time-to-time
  • Assist Warehouse team with inventory management ensuring company assets are recovered from installers and returned in a timely manner
  • Provide Partner training and management as needed to ensure the installer base is up to date on product development and capable of supporting the customer base
  • Partner with the Customer Success and Command Center teams to coordinate adjustments and provide a seamless support experience to the customer between remote and onsite activities
  • Bring feedback about the CrisisAlert and ContactAlert platforms to the product development and product management teams
  • Utilize internal Centegix systems to manage customer related activities. Leverage systems to provide timely updates to internal customers in Customer Onboarding, Customer Success, and Command Center teams
  • Leverage the Installer Application to make changes to the CrisisAlert and ContactAlert platforms
  • Assist with change, add or RMA questions and orders
  • Support training opportunities with customers to drive usage and adoption of CENTEGIX platforms and services
  • Engage administrators and end users, where possible, to generate feedback on the platform and verbatims to leverage in marketing activities
Requirements:

  • High school diploma or equivalent experience; college degree preferred
  • Second shift work required when supporting installers working after hours. Role is approximately 50% Daytime work, 50% evening shift.
  • Proven experience interfacing and interacting with customers, primarily onsite
  • Basic knowledge of technology and hand tools required.. Understanding of IP and basic networking, wireless systems and protocols is a plus.
  • Travel required up to 50% of the time. Travel is primarily local/state, but regional/national travel may be required. Additionally, travel is aligned with business activity. During slow periods, travel is not required. During peak times, travel can be up to 75% for 4-6 weeks at a time. Adequate measures are taken to provide work/life balance, but flexibility is critical to the role
  • Excellent communication and presentation skills
  • Ability to multitask, prioritize, and manage time effectively
  • Physical requirements:
    • Ability to lift and carry up to 75 lbs.
    • Carry and climb ladders, stand, kneel
    • Bend, sit or lie down while installing equipment
    • Stand for long periods of time

What’s in it for you?

  • Remote first work environment; we offer workplace flexibility
  • Participation in company wide discretionary bonus
  • 15 days paid time off
  • 11 paid holidays
  • Monthly device(s) reimbursement
  • Affordable health coverage (medical, dental, vision)
  • 401(k) Plan with 4% employer contribution to help you plan for the future
  • Employee Referral Bonus
  • Charitable Program Match

CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate.