Field Service Representative

About Forterra

Forterra is a leading provider of autonomous systems for ground-based movement in the working world. Amongst some of the earliest innovators in the field of driverless technology, Forterra is focused on building systems that protect front-line soldiers and enable civilian workers in our industrial base. Forterra is the go-to provider of ground autonomy solutions for the U.S. Department of Defense, which harnesses the technology for asymmetric warfare in critical conditions.

About the role

The Field Service Representative (FSR) is a senior individual contributor who operates with full independence across all aspects of field service — technical execution, customer relationship ownership, and cross-functional contribution. Reporting to the Field Service Manager or Director of Customer Success, the FSR owns a portfolio of customer accounts, exercises independent judgment in the field, and serves as the trusted technical authority for both customer stakeholders and internal teams. The FSR is not directed through their work — they assess situations, determine the right course of action, and are accountable for the outcomes of those decisions.

The FSR owns the customer relationship end-to-end and is expected to resolve complex, ambiguous, and non-routine situations through the application of advanced knowledge and independent judgment.

What you'll do

Account & Customer Relationship Management

• Own the end-to-end customer relationship at assigned accounts — managing operational readiness, navigating complex customer situations with independent judgment, and serving as the trusted technical authority for customer stakeholders.

• Proactively manage account health, surfacing risks and issues to internal teams before they affect customer satisfaction or contractual compliance.

• Navigate difficult customer conversations — including escalations, unmet expectations, or contractual tensions  independently and in a way that strengthens the relationship.

• Represent Forterra professionally and credibly in all customer-facing settings, including high-visibility engagements.

Technical Expertise and Troubleshooting, and Maintenance

• Diagnose complex hardware-software issues, perform advanced repairs, and lead technical execution at customer sites with full independence.

• Identify trends in system performance and translate them into structured, actionable feedback for engineering and product teams.

• Exercise sound judgment in deciding when to escalate versus resolve in the field — and is accountable for those decisions.

Training Delivery & Development

• Lead delivery of customer and internal training programs, ensuring customers are proficient on equipment operation, maintenance, and troubleshooting.

• Contribute to improving training materials based on firsthand field experience and customer feedback.

• Help develop FST I and FST II colleagues into more capable and independent contributors.

Documentation & Product Feedback

• Produce detailed technical summaries, field reports, and customer communications that serve as models for junior team members.

• Proactively surface field observations, account risks, and product feedback to internal teams without being asked.

• Identify systemic product or process issues and communicate them clearly to engineering, product, and program leadership.

Field Planning & Execution

• Plan and manage site visits across multiple customer accounts with a high degree of independence.

• Anticipate customer needs, proactively coordinate with internal teams, and adjust plans in real  time when field conditions change.

• Contribute to broader Field Service planning by surfacing account-level insights that inform resource allocation and scheduling decisions.

Mentorship & Team Development

• Serve as the go-to mentor for the team across technical, customer relationship, and field execution topics.

• Develop FST I and FST II colleagues into increasingly capable and independent contributors helping them understand not just the how but the why behind field service decisions.

• Champion process improvemen