Field Support Agent

Position Summary

Act as the primary point of contact for installer and field technician’s having questions or concerns with installation, service or of an administrative nature.

Essential Functions

• Provide support to field technicians
• Provide technical assistance
• Audit client accounts to ensure all elements of job closeout are present
• Escalates customer complaints and advanced level technical concerns
• Assist technicians with parts ordering and service call scheduling.
• Schedule appointments in APLX when Installation Scheduling is not available.
• Document field technician’s contact and outcomes in client database.
• Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
• Enforce onsite issue closing process with field technicians
• Identify and escalate recurrent breakdown and services.
• Create stock return ID’s
• Monitor and respond to field support emails
• Communicate daily operational concerns to management.
• Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Skills

• Must be computer savvy using applications Microsoft Office, Windows PC and Contact Management systems.
• Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
• Customer-centric mentality.
• Product technical knowledge

ATTRIBUTES

• Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Excellent verbal and written communication skills.
• Works with the team; contributes to positive team environment
• Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
• Works with integrity and ethically; supports organization’s culture, goals, and values.
• Adheres to work schedule.
• Ability to apply analytical thinking to work through troubleshooting situations with installers, dealers and clientele

Education / Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

Physical Requirements

Must occasionally lift and/or move up to 10 pounds.

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

NOTE: This job description is not intended to be all-inclusive.