Position Title: Field Service Support

Reports to: Director of Field Services

POSITION PURPOSE

The Field Service Support employee coordinates repairs and maintenance tasks with customers to diagnose errors or technical problems that they are experiencing.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide customer support by quoting customers and dispatching field service technicians.

• Ensure jobs are prioritized and communicate any delays to the Director of Field Services to correct any schedule overlaps or delays.

• Research necessary parts to complete open jobs.

• Issue purchase orders for parts or equipment needed for repairs in a timely manner to minimize customer down time.

• Update Customers and KLW technicians with accurate tracking for open orders.

• Maintaining up-to-date information in our Field Services Software.

• Work with the Engineering Department to find solutions or repairs as needed.

• Produce timely and detailed service reports.

• Follow all company’s filed procedures and protocol.

• Cooperate with technical team and share information across the organization.

• Comprehend customer requirements and make appropriate recommendations/briefings.

• Build positive relationships with customers.

• Performs all activities in accordance with the ISO 9001 Quality Management Systems.

COMPETENCY OR POSITION REQUIREMENTS (knowledge, skills and abilities)

• Good analytical problem-solving skills.

• Basic computer skills.

• Exhibit good interpersonal skills and customer service characteristics.

• Ability to deal with change and respond quickly to a fast-paced environment.

• Show attention to detail.

• Self-motivated and reliable.

EDUCATION AND EXPERIENCE (required levels)

• 2-3 years prior Field Service Experience preferred.

• Have a High School Diploma or GED.

• Technical Degree or Certification preferred.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Knoxville, TN 37917: Relocate before starting work (Required)

Work Location: In person