Field Service Specialist

Job Summary:

The Field Service Specialist is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growing the American Battery Solutions (ABS) customer service portfolio. This role will travel to client locations and support ABS customers. The Field Service Specialist provides technical direction and assistance to customers on the use of the ABS products, serves as an expert in Company technology. 

Responsibilities: 

• Ensure customer satisfaction with product performance and field service activities.
• Troubleshoot, test, repair and service equipment at client sites.
• Provide service and customer support during field visits.
• Diagnose errors or technical issues and determine appropriate solutions.
• Advise and instruct the customer on proper equipment use.
• Build customer relationships.
• Prepare quotations for field service activities as needed.
• Create and submit field service reports; provide complete professional documentation to the customer Repair Order (RO).
• 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 to be utilized at customer sites, industry events, and new installations.
• Ability to travel to customer and OEM sites as needed; ability to travel in Canda and Mexico.
• Participate in the development of troubleshooting workflows and documentation.
• Ability to assist with analyzing warranty/product returns for repair and 8D problem-solving.
• Provide 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. 
• Predictable and reliable attendance.

Position Qualifications:

• 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. 
• 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. 

Key Competencies: 

• Customer Focus: Anticipates and takes action to meet customer needs. Establishes and maintains a productive and effective working relationship with customers, both internal and external, and gains their trust and respect. 
• 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; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• 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.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Moderate use of computers and other office equipment.
• Able to complete physically dema