Field Service & Customer Success Specialist

Job Overview

We are seeking a dedicated and customer-focused Field Service & Customer Success Specialist to join our team. This role combines field service responsibilities with customer success support, ensuring customers receive timely service, clear communication, and long-term value from our solutions. The ideal candidate will be highly organized, proactive in problem-solving, and committed to building strong, trust-based customer relationships.

Key Responsibilities

- Communicate directly with customers regarding repair needs, lead times, and service expectations.

- Respond to service calls, diagnose issues, and determine corrective actions.

- Assist with onsite issues, including damage assessments, material shortages, or construction concerns.

- Coordinate with internal teams and external contractors to schedule and complete repairs.

- Manage repair timeliness and keep customers informed of updates or delays.

- Answer inbound customer calls and assist with service-related inquiries.

- Act as a customer success partner by ensuring clients feel supported, valued, and confident in our products and services.

- Proactively follow up with customers to confirm resolution, gather feedback, and identify opportunities for improvement.

- Maintain accurate documentation in HubSpot and internal tracking systems.

- Verify completion of work orders and collect follow-up feedback from customers.

- Assist with field reports, job site photo reviews, and quality control assessments.

- Support process improvements and contribute to building best practices for field service and customer success operations.

Qualifications

- Previous experience in field service, customer success.

- Strong problem-solving skills and ability to troubleshoot issues onsite.

- Excellent communication and relationship-building skills with a customer-first mindset.

- Ability to work independently while collaborating effectively with internal teams and contractors.

- Strong organizational skills with attention to detail in documentation and follow-up.

- Familiarity with HubSpot or similar CRM/tracking systems is a plus.

What We Offer

- Competitive salary based on experience.

- Healthand vision insurance.

- 401(k)

- Paid time off and holidays.

- Opportunities for growth and professional development.

- A supportive, team-oriented environment where customer success is a top priority.

Job Type: Full-time

Benefits:

- 401(k)

- Health insurance

- Paid time off

Ability to Commute:

- Yorktown, IN 47396 (Preferred)

Ability to Relocate:

- Yorktown, IN 47396: Relocate before starting work (Preferred)

Work Location: In person