Field Service Specialist

Description:

Who we are:

Aerzen USA Corp. is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including; Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary.

What We Offer:

Aerzen USA offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals.

What You’ll Do:

Position Summary:

The Field Service Specialist oversees a team of field technicians, coordinates the scheduling and delivery of on-site services and parts for customers and technicians in the field. This role is focused on ensuring timely service delivery, achieving financial targets, and maintaining high customer satisfaction. The Field Service Specialist collaborates with the Regional Service Manager and Regional Director to execute regional service strategy, achieve revenue and customer satisfaction goals, inventory management, achieve training objectives, and enhancing team efficiency in repairs and field services.

Essential Functions & Responsibilities:

- Lead and coordinate the daily activities of the field service technician team.

- Assists Service manager building a qualified and well-equipped team, ensuring ongoing development of knowledge, skills, and capabilities.

- Coordinate the scheduling and dispatching of service technicians to meet customer demands while managing technician utilization. Maintain accurate data in CRM and ERP systems.

- Schedule and lead weekly Field Service Meeting to discuss topics including job schedule, lessons learned, safety, product/service updates and technician development.

- Provide technical support to service personnel performing on-site services, including installation, troubleshooting, preventive maintenance, and repairs. Thoroughly review customer scope/needs and prepare service technicians with all relevant information and materials before customer visits to ensure expectations are met.

- Interact with customers to respond to inquiries and provide exceptional service by addressing issues promptly and professionally.

- Generate service quotes by identifying components for repair, service, and parts, and create quotes in the ERP system. Identify customer needs and offer additional solutions when appropriate.

- Ensure timely order fulfillment, keeping customers informed about delivery schedules and coordinating material deliveries and inventory to meet service center needs.

- Assist the Regional Service Manager on driving key initiatives throughout field services, including best practice development, departmental scaling, and improvements in customer experience.

- Review and approve expense reports, timecards, and PTO requests for direct reports, ensuring compliance with company policies and procedures as directed by the Regional Service Manager.

- Ensure compliance with all relevant federal, state, and local regulations, as well as customer-specific requirements related to safety, employment, and environmental standards.

- Monitor service reports, ensuring follow-up on future service needs and requirements.

- Maintain appropriate field technician stock levels to ensure efficient and timely service.

- Support the Aerzen sales team and channel partners in driving aftermarket growth.

- Stay updated on new products, service offerings, and company initiatives that affect the regional team and customer base.

- Additional duties as assigned by supervisor.

Requirements:

Competencies:

- Technical Aptitude: Ability to identify mechanical and electrical components from diagrams and troubleshoot equipment issues remotely. Effectively communicate technical details to customers.

- Customer Orientation: Demonstrates empathy and responsiveness to both internal and external customers. Keeps customers informed about any changes to schedules or orders.

- Initiative: Capable of applying knowledge and experience to resolve situations effectively and independently. Proactively seek solutions and gather necessary information.

- Teamwork: Collaborative mindset, open to listening to and respecting others' ideas. Prioritizes team goals over individual objectives.

- Flexibility: Adaptable to changing circumstances and able to create processes in dynamic environments. Capable of adjusting focus when emergencies arise.

- Autonomy: Self-motivated, capable of working independently with minimal supervision and delivering results efficiently.

Requirements:

- Education: Associate or Bachelor’s Degree (or equivalent work experience).

- Experience: 5-7 years of relevant customer support experience.

- Computer Skills: Proficient in Microsoft Windows, Word, Excel, PowerPoint, and ERP/CRM systems.

- Ability to travel 10-20% of the time for business when needed.