Field Technical Service Associate
Fortive Corporation, Chicago, IL, United States
Field Services Associate
POSITION OVERVIEW
The Field Services Associate position is responsible for delivering the highest quality on-site support for our customers. An individual in this role is expected to be highly professional in all customer interactions, capable of working autonomously, and proficient at providing solutions to complex problems. This role will work closely with our inside/outside Sales and our Customer Success groups to identify opportunities to improve customer satisfaction, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers.
Candidate is expected to be within a reasonable commute to Chicago International Airport (ORD)
RESPONSIBILITIES AND DELIVERABLES
Provides commissioning, start-up, and installation support of all Industrial Scientific hardware and software, including advanced connected safety solutions (remotely and on-site)
Manages routine support schedule of customers requiring recurring service visits.
Leads basic hands on/ operational level training for Industrial Scientific products and services (remotely and on-site)
Conducts on-site troubleshooting, repair, and error/technical issue solutions for Industrial Scientific products, services, and accessories
Exercises sound judgement in problem solving and develops solutions to complex customer issues
Acts as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of ISC products and services
Documents, tracks, and monitors issues to ensure a timely resolution and may be assigned specific customer accounts to own and proactively manage
Proactively engages with Field Services team members and other teams within the organization to share lessons learned, best practices, suggest product/service improvements, and to expand own knowledge base to drive continuous improvement of the role and processes
ORGANIZATIONAL ALIGNMENT
This role reports to the Field Services Manager, North America
This role does not have any direct reports
QUALIFICATIONS
SKILLS & WORK TRAITS
Willingness to travel up to 75% of the time (business days, home nearly all weekends)
Superior teamwork skills
Ability to effectively engage in high level self-directed time management and prioritization of workload
Excellent analytical and problem-solving skills combined with the ability to provide timely resolution to problems
Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences
Enthusiasm for continuous improvement
Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
Electronic technician and/or technical support experience
Demonstratable success in identifying new business/upsell opportunities
Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within
Thorough understanding of all Industrial Scientific products, applications, and service offerings
Experience with iNet™, Salesforce.com, and Jira
Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
Highly competent in troubleshooting electronic devices
Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software
Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing
REQUIRED
Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
Electronic technician and/or technical support experience
PREFERRED
Demonstratable success in identifying new business/upsell opportunities
Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within
Thorough understanding of all Industrial Scientific products, applications, and service offerings
Experience with iNet™, Salesforce.com, and Jira
Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
TECHNICAL COMPETENCIES
Highly competent in troubleshooting electronic devices
Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software
Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing
EDUCATION
Bachelor’s Degree or equivalent work experience
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Industrial Scientific
Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 51,300.00 - 85,700.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 51,300.00 - 85,700.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
POSITION OVERVIEW
The Field Services Associate position is responsible for delivering the highest quality on-site support for our customers. An individual in this role is expected to be highly professional in all customer interactions, capable of working autonomously, and proficient at providing solutions to complex problems. This role will work closely with our inside/outside Sales and our Customer Success groups to identify opportunities to improve customer satisfaction, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers.
Candidate is expected to be within a reasonable commute to Chicago International Airport (ORD)
RESPONSIBILITIES AND DELIVERABLES
Provides commissioning, start-up, and installation support of all Industrial Scientific hardware and software, including advanced connected safety solutions (remotely and on-site)
Manages routine support schedule of customers requiring recurring service visits.
Leads basic hands on/ operational level training for Industrial Scientific products and services (remotely and on-site)
Conducts on-site troubleshooting, repair, and error/technical issue solutions for Industrial Scientific products, services, and accessories
Exercises sound judgement in problem solving and develops solutions to complex customer issues
Acts as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of ISC products and services
Documents, tracks, and monitors issues to ensure a timely resolution and may be assigned specific customer accounts to own and proactively manage
Proactively engages with Field Services team members and other teams within the organization to share lessons learned, best practices, suggest product/service improvements, and to expand own knowledge base to drive continuous improvement of the role and processes
ORGANIZATIONAL ALIGNMENT
This role reports to the Field Services Manager, North America
This role does not have any direct reports
QUALIFICATIONS
SKILLS & WORK TRAITS
Willingness to travel up to 75% of the time (business days, home nearly all weekends)
Superior teamwork skills
Ability to effectively engage in high level self-directed time management and prioritization of workload
Excellent analytical and problem-solving skills combined with the ability to provide timely resolution to problems
Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences
Enthusiasm for continuous improvement
Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
Electronic technician and/or technical support experience
Demonstratable success in identifying new business/upsell opportunities
Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within
Thorough understanding of all Industrial Scientific products, applications, and service offerings
Experience with iNet™, Salesforce.com, and Jira
Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
Highly competent in troubleshooting electronic devices
Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software
Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing
REQUIRED
Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
Electronic technician and/or technical support experience
PREFERRED
Demonstratable success in identifying new business/upsell opportunities
Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within
Thorough understanding of all Industrial Scientific products, applications, and service offerings
Experience with iNet™, Salesforce.com, and Jira
Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification
TECHNICAL COMPETENCIES
Highly competent in troubleshooting electronic devices
Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software
Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing
EDUCATION
Bachelor’s Degree or equivalent work experience
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Industrial Scientific
Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 51,300.00 - 85,700.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 51,300.00 - 85,700.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.