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Field Service Representative, Customer Success (located in Quebec) buy in US, Free Classifieds Ads

OBJECTIVES:
The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity. An organized and energetic team player is needed to insure the highest quality, best customer service possible for our internal and external customers.
This field level position is responsible for delivering Industrial Scientific?s services to our Customers at their location with a focus on four objectives:
Provide iNet on-site service
Delivery of iNet commissioning services
Delivery of Non-iNet commissioning services
Troubleshooting and repair of instruments in the field
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides on-site commissioning, start-up and installation of equipment both as an integral part of the iNet Program and as a stand-alone instrument management system
Delivers hardware setup, software loading/configuring, operational testing, minor on-site repairs and basic operator training
Includes on-site troubleshooting and repair of Industrial Scientific products, systems and accessories
Required to carry inventory proportionate and reflective of the instrument population in their territory and may be required to enter and work in confined spaces when necessary
Educates and assists customers on proper use of Industrial Scientific products, systems and services with developing best practices through proper set-up of all hardware and software
Exercises judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware
Recommends and implements technical solutions; provides advice and guidance as the technical subject matter expert to ensure successful ongoing usage and adoption of Industrial Scientific products and services
Manages all customer situations in a professional and courteous manner with an emphasis on customer satisfaction and retention
Documents, tracks, and monitors issues to ensure a timely resolution; may be assigned specific customer accounts to own and proactively manage
Engages with other field service team members to suggest improvements in best practices, streamlining and customer/end-user communication; engages with other ISC teams to identify and problem solve customer technical issues
Engages with Product Management as the customer advocate on product roadmap discussions
Maintains current functional and technical knowledge of Industrial Scientific products and services
Helps to document best practices in developing and using iNet and other
Provides developers with customers? feedback to help identify potential new features or products
Reports on product performance and help to identify solutions to reduce support costs
Analyzes customers? needs and suggest upgrades or additional features to meet their requirements
Liaises with the sales department to win new business and increase sales
Proactively initiate and manage the post-sale implementation with customers to ensure a positive experience and successful ongoing partnership
Engages with customers to earn their trust as a go-to expert on products and services provided by Industrial Scientific
QUALIFICATIONS REQUIRED (Non-Negotiable):
Bachelor?s degree in related field or equivalent work experience; technical training or certificate program ? TWIC and DISA
Two or more years of high level technical and system level support work
Bilingual French/English
Willingness to travel 70+ % of the time
Ability to obtain a passport for possible international travel
Ability to work in confined spaces when required
Proficiency with computers, MS Office programs, HyperTerminal and the ability to learn proprietary software
Familiar with computer networking, Microsoft Server, Static and Dynamic IP addressing
Self-starter and capable of working independently with minimal supervision
Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems
Organized, ability to work independently, take initiative, problem solver
Excellent verbal and written communications skills with ability to tailor communication and style to different audiences
Ability to effectively engage in high level, self-directed time management and prioritization of workload
Excellent teamwork skills
Ability to work independently to develop new skills as needed to support new products and applications
Function as a frontline technical resource for ?best practice? and informal customer questions
Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
QUALIFICATIONS Preferred (Negotiable):
Understanding of gas detection applications and general knowledge of the industries
Thorough understanding of all Industrial Scientific products, applications, and service offerings
Experience with iNet?, Salesforce.com and Oracle
Knowledge of bug and defect tracking through Jira
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is required to sit and talk and hear. The employee is required frequently to use hands and digits to handle or feel work material. The employee is regularly required to stand, walk, and reach with hands and arms. Lifting/carry up to 50 lbs occasionally, 20 lbs frequently, and 5 to 10 lbs daily. Must be able to use/wear applicable personal protective equipment which may include but is not limited to safety-toed foot wear (with ankle height support), back support belt, hearing protection, and safety eye-wear with side shields. Frequent assent/decent of stairs/steps, especially at field locations.
Equal Opportunity Employer
Nothing in this job description restricts management?s right to assign or reassign duties and responsibilities to this job at any time, with or without notice.
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