A Field Service Representative is a customer-facing technical professional who performs on-site installation, maintenance, and repair of equipment, ensuring optimal functionality and minimal downtime for clients. This role is critical for maintaining customer satisfaction, preserving brand reputation, and generating recurring service revenue through reliable field support and relationship management.
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What is a Field Service Representative?
A Field Service Representative is a mobile technical support professional responsible for delivering on-site service, maintenance, and repair solutions for a company's products or equipment at customer locations. They serve as the physical embodiment of the company's commitment to customer success, combining technical expertise with strong interpersonal skills to resolve issues directly in the field. Unlike remote support staff, Field Service Representatives travel to client sites, providing hands-on assistance and serving as the primary technical contact for customers operating the organization's equipment.
What does a Field Service Representative do?
Field Service Representatives perform scheduled maintenance and unscheduled repairs on equipment at customer sites, ensuring optimal operation and minimal disruption to client operations. They diagnose mechanical, electrical, and software issues using specialized tools and technical manuals, replacing faulty components and calibrating systems to manufacturer specifications. Additionally, they provide customer training on proper equipment operation, maintain detailed service reports documenting each intervention, and communicate emerging issues to internal engineering teams to drive product improvements. They also manage inventory of replacement parts in their service vehicle and adhere to strict safety protocols while working at diverse customer locations.
Job Overview
The Field Service Representative will provide on-site technical support, maintenance, and repair services for our clients' equipment and systems. This role requires extensive travel within the assigned territory to ensure optimal equipment performance and customer satisfaction. The ideal candidate will serve as the primary technical contact for customers, delivering exceptional service while maintaining strong client relationships.
Field Service Representative responsibilities include:
1. Perform on-site installation, maintenance, and repair of equipment and systems
2. Conduct diagnostic troubleshooting and provide technical solutions to resolve customer issues
3. Maintain accurate service reports, documentation, and parts inventory using company CRM systems
4. Provide customer training on equipment operation and basic maintenance procedures
5. Coordinate with internal teams to escalate complex technical issues and ensure timely resolution
6. Adhere to all safety protocols and compliance requirements during field operations
7. Manage service schedule and travel logistics to meet customer service level agreements
1. High school diploma or equivalent with 3+ years of field service experience
2. Valid driver's license with clean driving record and ability to travel up to 75%
3. Strong mechanical and electrical troubleshooting skills
4. Proficiency with hand tools, diagnostic equipment, and multimeters
5. Excellent customer service and communication skills
6. Ability to lift 50+ pounds and work in various environmental conditions
7. Basic computer skills for documentation and reporting purposes
Preferred Qualifications
1. Associate's degree in Electronics, Mechanical Engineering, or related technical field
2. 5+ years of field service experience in industrial or medical equipment
3. Manufacturer-specific certifications on relevant equipment platforms
4. Experience with CRM systems (Salesforce, ServiceMax) and mobile workforce applications
5. Knowledge of hydraulic, pneumatic, and electronic control systems
6. Previous experience working with FDA-regulated or ISO-certified equipment
7. Military technical training or equivalent technical certification
Bonus Skills
1. Bilingual capabilities (Spanish/English)
2. Networking and IT infrastructure knowledge
3. Experience with IoT devices and remote monitoring systems
4. Six Sigma or Lean Manufacturing certification
5. Previous training or mentoring experience
6. Knowledge of regulatory compliance standards (OSHA, FDA)
7. Experience with warranty administration and parts ordering systems
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