Interact with assigned dealers daily to support customers in the field
Travel to dealer and customer locations to provide onsite support, training and troubleshooting of equipment
Perform on site dealer audits to ensure customer satisfaction across dealer network
Provide technical support and investigation of issues reported by customers and dealers
Receive and respond to escalated technical issues by telephone and CRM applications
Interfaces directly with dealers and customers throughout the problem resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolutions
Resolve complex technical issues through research, data analysis, and advanced troubleshooting
Work directly with engineering, manufacturing, and quality teams to develop a resolution to problems
Serve as technical lead for field evaluation units
Develop technical documentation including manuals, service bulletins, and work instructions
Create and present content for training events and seminars
Manage goodwill concession process

High School Diploma or GED
Valid driver’s license with a safe driving record to support frequent travel to regional dealer locations via company vehicle
2+ years of experience managing technical relationships
2+ years of experience with electrical, mechanical, or refrigeration systems
Willing and able to travel up to 60% via company vehicle and air travel primarily within the Eastern United States, with rare instances of international travel
Ability to maintain a productive home office for administrative tasks when not traveling in the field

Health Care Benefits : Medical, Dental, Vision
Wellness incentives
Retirement Benefits
Time off and Leave : Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
Disability : Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
Tuition Assistance

Field Service Engineer

Key skills