Field Specialist II

1 month ago

Canton, United States StoneAge, Inc. Full time
Job DescriptionJob Description

The Level II Field Specialist at StoneAge assumes a crucial role in fostering connections between the company and its customers through the delivery of exceptional customer service, training, and support. Building upon the foundational responsibilities of the Level I Field Specialist, this mid-level position includes additional duties such as conducting comprehensive equipment demonstrations, troubleshooting and fine-tuning tool performance, and actively collaborating with all StoneAge teams to effectively meet customer requirements.

This is a mid-level role. The ideal candidate must be self-motivated, independent, and capable of problem-solving under pressure while maintaining a positive attitude. The individual should be comfortable in a fast-paced, dynamic work environment with extended hours.

This position pays $33.65/hr and reports to the Sr. Technical Manager, Field Applications and Support

Requirements

Customer & Product Support

  • Provide professional, technical on-site support for Customers who are experiencing product or operational issues in the field. Thoroughly document and communicate customer case issues in Salesforce and with the Field Specialist Lead.
  • Coordinate travel and field support scheduling, collaborating with the Branch Office Manager and Field Specialist Team.
  • Develop relationships with contractors, plants, and other end-users, educating them on the safe and effective use of tooling and automated solutions for industrial cleaning per the WJTA Best Practices.
  • Facilitate technical discussions between the Customer and the Field Applications Engineer (and Sales, through extension of the FAE) to problem-solve or generate new product concepts or address “hard to solve problems” in plants.
  • Troubleshoot mechanical and electrical StoneAge product issues with customers and StoneAge Engineering teams, assisting in testing and root-cause analysis evaluation and report-creation as required.
  • Maintain strong relationships with the Customer Service Success Team, Branch Offices, Regional Sales Managers, and StoneAge Solutions Managers.
  • Maintain a strong relationship with Engineering team, practice good judgment, and to elevate issues that require additional support.

Branch Support

  • Assist with Branch Repair and order fulfillment functions, including counter sales, picking, packing, and shipping orders, forklift certified operator, cycle counting and helping with improvement projects.
  • Maintain expert knowledge of all StoneAge Waterblast AE Sales and rental package configurations, know how to perform seal and service kit replacement of StoneAge tools, check in/out rental equipment and understand maintenance procedures of StoneAge equipment per equipment manual.
  • Participate in the on-call rotation for nights and weekend callouts.
  • Demonstrates the “Own It” mindset and fosters the mindset.
  • Be a Great Teammate
  • Practice Self-Leadership
  • Deliver on the StoneAge Assurance Promise

Training

  • Support the Training Team in the development of the StoneAge Training curriculum and deliver courses on behalf of the Waterjetting Technology Association (WJTA), Houston Area Safety Council (HASC), U.K. based Waterjetting Association (WJA), and Dutch based Stichting Industriële Reiniging aka Industrial Cleaning Foundation (SIR) as required.
  • Collaborate in the development of plant specific safety and best practices training.
  • Provide training to StoneAge employees, contractors, or plant personnel as required. Training may take place at one of StoneAge’s global locations or onsite with contractors and/or plant personnel.
  • Maintain training certifications and actively seek continuous learning.

Sales Support

  • Perform new product training for StoneAge Sales Team prior to market introduction and to ensure full understanding of the product, appropriate applications, safe use, and key messaging.
  • Support the StoneAge Sales Team with product demonstration (on-site and in showroom) and customer training.
  • Assist in the growth and accuracy of the plant and contractor information inside our Customer Relationship Management (CRM) database.
  • Explain and demonstrate product features, benefits, assembly, maintenance, and troubleshooting.
  • Provide detailed reports after supporting customers in the field to the Sales and Engineering Teams.
  • Support RSMs when needed with new products and rental commissioning for customers, virtually or on-site, to enable customer success using StoneAge products and technology.

KNOWLEDGE AND TRAINING REQUIREMENTS

Required:

  • Be committed to “Safety First.” 
  • 2-year technical degree, equivalent military experience, or 5+ years of experience in the waterblast industry. 
  • WJTA Certification 19HBFT, 19HBFV
  • Strong written and verbal communication skills, detail oriented.
  • Ability to read basic mechanical drawings.
  • Ability to troubleshoot electrical circuits with a multimeter.
  • Basic electrical soldering skills
  • Ability to obtain a TWIC card.
  • Understand Customer Relationship Management (CRM) tools such as Salesforce.
  • Strong hands-on mechanical and electrical aptitude.
  • Possess a customer first mindset.
  • Knowledge of StoneAge products and their capabilities as well as have knowledge of the Waterblasting industry.
  • Ability to establish and maintain positive and professional working relationships with StoneAge employees and customers.
  • Strong technical writing skills.
  • Ability to provide on-site technical support.
  • Be self-motivated, disciplined, and able to work independently. 

OTHER INFORMATION

  • Ability to stand for extended periods of time.
  • Must pass a background check.
  • Meet requirements for DOT Commercial Vehicle Operator.
  • Extensive (up to 75%) travel may be required at peak times.
  • Extended working hours may be needed at peak times or when short staffed.
  • Ability to lift heavy loads using proper techniques as outlined in the StoneAge Employee Handbook.
  • Follow all Safety Protocols outlined in the StoneAge Safety Handbook, WJTA manual, and OSHA.
  • Working knowledge of MS Office software.
  • We value the diversity of the people we hire and serve. Diversity at Our Company means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.

Benefits

StoneAge offers a comprehensive benefits program that includes:

  • Group health, dental, and vision insurance
  • Life insurance
  • Long-term disability insurance
  • Paid time off
  • Paid holidays
  • 401(k) plan with a guaranteed match
  • Paid parental leave
  • Wellness rewards program, and much more

Even more exciting, we are an employee-owned company with profit-sharing and an Employee Stock Ownership Plan ("ESOP"), in which shares of company stock are allocated to eligible employees each year.

Our "Own It" mindset captures what many of us consider the biggest benefit of all: a highly engaged, collaborative workplace where everyone matters and every employee makes a significant impact.

Please visit our website at www.stoneagetools.com to get a better sense of our company and our employee-owned culture

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