The Field Service Representative (Rep) II's objective is to provide technical service expertise to improve customers' effective use of Company solutions and to correct any system performance issues for new or expanding systems through the proactive technical review of system performance including troubleshooting. Works with system design to meet customer requirements as well as assisting with defining installation strategies. Communications of changes in Company solutions to facilitate required customer change. On-site training in installation and system operations. Demonstrated competence in Company solutions through self-training including passing competency requirements. Pre-site inspections and coordination of technical data gathering. Technical presentations directed toward training, maintenance, system support, and operations.
Provides secondary support to Company customer service and the customer with system performance issues.
Provides assistance to customers in implementation, operation, training, and problem resolution.
Responds to all customer inquiries in a timely manner and follows through to a successful resolution.
Conducts pro-active system reviews to ensure the operation of Company solution is optimal at each customer site during the implementation or initial phase of a system roll-out.
Completes detailed trip reports and documentation of customer-related activities into Customer Relationship Management (CRM) and prompts filing of expense reports.
Provides management reports that identify problems encountered by customers with the objective of providing continuous improvement information back to Company customer service, training, and engineering.
Travels when appropriate both domestically and internationally.
Creates effective customer relationships through appropriate on-site and off-site entertainment Performs commissioning of Company field equipment.
Resolves system performance issues while at the customer site or via telephone Develops, maintains, and enhances safety procedures in conjunction with management.
Supports and adheres to Company's core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company's Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.
Thorough knowledge of software operating systems, networking, and applications including SQL databases.
Must have excellent computer skills including the ability to utilize Excel, Word, Outlook, and Customer Relationship Management (CRM) systems.
Must have strong orientation toward providing customer satisfaction, establishing and maintaining effective process that ensure a reliable effective Company solution at multiple customer locations.
Individual must be willing and able to travel 75-80% of their work schedule.
Must have a valid driver's license.
Business travel requires a personal credit card with a limit sufficient to cover Company's standard two week reimbursement cycle .
Bachelor's degree (BA/BS) from a 4-year college or university or 2 year degree from a technical institution.
3 to 5 years successful performance in a customer service or technical support related position in an electronic technology related field including independent travel and customer contact.
Experience with utility operations, Automatic Meter Reading (AMR) operations, Radio Frequency (RF) systems is a plus.
EOE AA M/F/Vet/Disability VEVRAA Federal Contractor