Field Service Specialist
3 days ago
The Field Service Specialist is a critical role at American Battery Solutions, responsible for building strong customer relationships and achieving excellent customer satisfaction levels. This position requires a high level of technical expertise and excellent communication skills to provide top-notch service to our customers.
Key Responsibilities:- Ensure customer satisfaction with product performance and field service activities.
- Troubleshoot, test, repair, and service technical equipment at client sites.
- Provide service and customer support during field visits.
- Diagnose errors or technical problems and determine proper solutions.
- Advise and instruct customers on how to use equipment.
- Build relationships with customers.
- Prepare and approve quotations for field service activities as needed.
- Create and submit field service reports; provide complete and professional documentation to the customer.
- Responsible for after-hours and emergency 24/7 customer support.
- Obtain expertise with specialty tools programs with cross-functional operations support.
- Develop and present training programs for key customers and stakeholders.
- Ability to travel to customer and OEM sites as needed to support the warranty and life cycle of our products.
- Lead in the development of troubleshooting flows and documentation.
- Ability to assist with analyzing warranty/product returns for repair and 8D problem-solving.
- Providing training support to the service team.
- Adhere to federal and state regulations.
- Adhere to all company policies, processes, and procedures.
- Performs other duties as requested, directed, or assigned.
- Bachelor's degree in business, engineering, or a related field or equivalent experience.
- Minimum of three (3) years of experience working in customer service.
- Minimum of three (3) years of working with complex electro-mechanical systems required.
- Ability to travel extensively up to 75% of the time domestically and internationally.
- Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
- Highly collaborative with a genuine passion for customer service.
- Excellent analytical, communication, and presentation skills.
- Strong interpersonal skills to work with team members on all levels of the organization.
- Highly organized and detail-oriented.
- Ability to work in a dynamic start-up environment where initiative and ownership is preferred.
- Assertive, and not afraid to share their opinion.
- Customer Focus: Anticipates and takes action to meet customer needs.
- Focuses on Quality: Drives work results with a quality focus on actions and results.
- Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment.
- Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services.
- Takes Initiative: Exhibits strong drive for results and success.
- Working Safely: Demonstrates safe behaviors.
- Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
- Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
- Communications: Exchanges thoughts, feelings, and information effectively.
- Prolonged periods sitting at a desk and working on a computer.
- Moderate use of computers and other office equipment.
- Able to complete physically demanding work, with superior hand/eye coordination.
- May be required to travel to and navigate a variety of locations.
- Excellent depth perception and reaction time.
- Ability to safely use small hand tools in high-voltage environments.
- Constantly needed to stand, bend, kneel, push, pull, reach, squeeze, adjust, and lift.
- Must be able to navigate tight or uncomfortable positions.
- Unpredictable weather working environments due to repair locations of our products.
- Ability to adjust focus, especially due to concentration on a computer screen.
- May need to lift and carry up to 50 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
- The person in this position needs to occasionally move about in industrial environments and on uneven terrain.
- The noise level in the work environment can be moderately loud.
- Must be able to manipulate equipment for calibration and modification.
- Prolonged periods of operating equipment.
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