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Field Service Specialist

4 months ago

Lafayette, United States Engineering Innovation, Inc (Engineering Innovation, Inc.) Full time

Engineering Innovation, Inc.'s Field Service Specialist focuses on a particular product line and digs deep into the associated technology to provide a higher level of support for that product. They work alongside and help support our Field Service Technicians. As our Field Service Specialist, you will represent both the Support group and our customers concerning all new development in their area. This means your knowledge and experience will help to shape our product offerings as well as inform the rest of the Support team about new technology as it is developed.

You will also be responsible for traveling to customer sites all over the country to help install new equipment, perform maintenance on existing equipment, provide training, or troubleshoot problems. You will work with customers to identify, analyze, and repair product problems, order and replace parts as needed, and install software and firmware.

The Field Service Specialist, along with the rest of the Field Service team, acts as a liaison between our customers and EII, working to build and maintain partnerships with our customers and helping to ensure their success. You will act as both our ambassador to the customer and the voice of the customer within EII, and make sure that, as a company, we continue to be the solution to our customers’ sorting needs.

**Who we’re looking for**:

- Ideally, someone with experience maintaining mail sorting equipment or similar looking for new challenges and opportunities
- Someone with excellent electrical, mechanical, and software aptitude
- You will be working with a variety of industrial equipment incorporating a range of technologies including:

- Conveyors
- PLCs
- Vision and sensing systems
- Printing
- Servos
- Both custom and off-the-shelf software and hardware
- Someone who can think on their feet and can troubleshoot:

- You should be comfortable with troubleshooting industrial equipment down to the component level
- You will need to be able to keep up with a rapidly changing product line
- Someone who can travel to customer sites nationwide, this position will require lots of travel
- Someone who exhibits a helper mentality with organizational and prioritization skills
- Someone with excellent interpersonal skills - this position has high visibility and daily interaction with our customers.
- Has strong communication skills, both verbal and written
- Can balance multiple requests and projects simultaneously
- Works well in a dynamic, entrepreneurial organization

**Responsibilities**:

- Act as the lead Technical Support representative for new product development and integration
- Maintain an expert level of understanding of your product line
- Travel to customer sites as needed for installations, maintenance, training, and troubleshooting
- Make and receive phone calls with customers
- Synthesize product knowledge and extrapolate customer information to answer questions for or about your customers
- Take ownership of customer issues and see problems through to resolution
- Research, diagnose, and identify solutions to customer problems
- Instruct customers on maintaining or replacing parts and equipment
- Instruct customers on configuration and use of equipment
- Install patches and software upgrades
- Act as the counterpart to our Customer Support Technicians

**Company Description**:
**Benefits**:

- Competitive Wages
- Paid Holidays
- Paid Time Off
- 401(k)/Roth with company matching up to 6% and 100% immediate vesting after 90 days
- Medical Insurance
- Company-Paid Short - and Long -Term Disability
- Wellness program
- Employee referral program