SUMMARY  

Field Service Specialist (FSS) is a multifunctional role designed to increase service and sales to enhance customer relationships for the designated sales region. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time.   All work is to be completed with minimum supervision and in accordance with Company standards.  Other duties may be assigned.

• Manage relationships and support the needs of customers to increase penetration and retention; Gain comprehensive understanding of customer’s business. 
• Become an advocate for the customer while balancing needs of the company. 
• Understands and supports company sales policies, procedures and sales culture to provide effective customer service.
• Mananage all inventlry at customer sites by following the VMI (Vender Management Inventory) process.
• Create orders as needed and submit to customer care.
• Inspect required equipment and submit service orders requests as needed.
• Travel to high-priority existing and prospective locations as needed.
• Engage customers and build relationships to ensure   account retention.
• Leverage tools and services to retain customers.
• Participates in establishing, maintaining and achieving goals and objectives.
• Follow sales processes and marketing strategies developed by company.
• Submits appropriate paperwork to sales team and sales manager.
• Provide sales support for sales team as required.
• Share customer and on-site knowledge with TSMs and Sales Manager.
• Addresses inquires for accounts related to product information, service information and delivery or other issues or refer as appropriate.
• Responsible to meet technical services goals for assigned accounts.
• Performs service tasks as assigned.
• Look for opportunities to sell value added service solutions to the customers.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; develops alternative solutions.
• Customer Service – working with sales team to manage difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.
• Technical knowledge – demonstrates technical proficiency within industry segment; continually develops skills and competencies necessary to fulfill job requirements.
• Interpersonal - Maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills;
• Written Communication - Writes clearly and informatively.  Ability to write reports, business correspondence, and present information clearly and concisely. 
• Mathematics - Ability to work with mathematical concepts such as sales ratios, margins, return on investments, valuation, and depreciation.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition.  Demonstrates excellent analytical skills.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; upholds organizational values.
• Diversity - shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
• Dependability - Takes responsibility for own actions; commits to long hours of work when necessary to reach goals.
• Initiative - Takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment.
• Creativity.  Able to deal with customer issues/situations that do not fit neatly into our standard business processes or procedures.  Maintains a customer focused perspective.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure.
• Multi-functional.  Able to thrive in fast paced, multi-tasking environment.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

2 year technical mechanical, engine, and/or fluid power degree or 2 years related experience and/or training, or equivalent combination of education and experience is preferred.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Products (Word, Excel, Access, Outlook, and PowerPoint) CRM, Relational Database Management, and Internet.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  The work environment consists of industrial mining conditions. 

Comply with all MSHA rules and regulations included but not limited to:

-Hard Hat

-Safety Vest

-Safety glasses

-MET steel toe boots

-Occasional respirator use

Physical Demands:

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 the essential functions. 

While performing the duties of this job, the employee is regularly required to sit; talk or hear and use hands to finger, handle, or feel.  The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch.  The employee must regularly lift and/or move up to 10 pounds and must be capable of using small hand tools.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

EOE