Field Technical Service Associate

Field Services Associate

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 Success groups to identify opportunities to improve customer satisfaction, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers. 

Candidate is expected to be within a reasonable commute to Chicago International Airport (ORD)

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)
• Manages routine support schedule of customers requiring recurring service visits.
• 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 Manager, 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
• 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
• 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 iNet™, Salesforce.com, and Jira 
• Certifications/credentials:  Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
• 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

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 iNet™, Salesforce.com, 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

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.