Field Service Support Specialist

POSITION OVERVIEW

The Field Service Support Specialist will be responsible for providing on-site technical and service support to customers, ensuring their equipment operates optimally. This role involves traveling to customer sites to troubleshoot, diagnose, repair, and perform maintenance on equipment, and ensuring customer satisfaction through effective communication and problem-solving. Additionally, this position will be responsible for assisting with the shipping and receiving of parts and equipment orders and maintaining the overall efficiency of warehouse operations.

ESSENTIAL FUNCTIONS

The duties identified below are the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Installation & Service Support

· Prepare equipment and assist with the installations at customer sites.

· Diagnose and perform repairs to resolve technical issues with customer equipment on-site.

· Maintain accurate records of all service activities, including issues identified, solutions provided, and parts used during repairs, maintenance, and installations.

· Prepare detailed service reports and documentation for internal and client use.

Parts & Warehouse Support

· Assist customers in-person or via phone with parts order/shipment inquiries, ensuring accuracy and attention to detail.

· Coordinate order and delivery schedules for sub-dealer networks.

· Coordinate OPL & Vended Laundry shipments and installations, including installer coordination, etc.

· Assist with Inventory Management for Branch Stocking Equipment, including acting as liaison between GNA and CGW for equipment stocking needs of the branch, ensuring necessary equipment levels are ordered in a timely fashion for proper order fulfillment of all vended laundry, OPL, and ancillary items.

· Assist in semi-annual physical inventory counts.

· Operate warehouse equipment such as forklifts, pallet jacks, and hand trucks safely.

· Follow all safety protocols and procedures to ensure a safe working environment.

· Organize and maintain the warehouse in a clean and orderly manner.

· Unload, inspect, and verify incoming shipments against purchase orders and packing slips.

· Accurately process and document received parts and equipment in the inventory system.

· Organize and store incoming materials in appropriate locations.

· Pick, prepare, and package parts accurately for outgoing shipments, ensuring proper labeling and documentation.

· Coordinate with carriers and schedule pickups and deliveries as needed.

· Ensure all orders are processed and shipped efficiently and correctly within specified timeframes.

· Maintain accurate records of all shipping and receiving activities.

Customer Relations

· Respond to inquiries and service requests from current and prospective customers promptly and professionally, in order to build and maintain strong relationships.

· Communicate effectively with customers to understand their needs and provide appropriate solutions.

· Provide training and support to customers on the operation and maintenance of their equipment.

Miscellaneous

· Assist in general office administration.

· Maintain strict confidentiality on all matters.

· Other duties as assigned.

QUALIFICATIONS

To perform this position successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and skills required. The individual must be able to successfully pass drug screens and background checks if requested.

EDUCATION/CERTIFICATION/LICENSURE

· High School Diploma or equivalent

EXPERIENCE REQUIRED

· 0-2 years of field service experience in the commercial laundry industry or related field

KNOWLEDGE & SKILLS REQUIRED

· Strong written and oral communication skills with the ability to make group and or public presentations.

· Excellent verbal and written communication skills for interacting with clients and internal teams.

· Proven ability to manage projects from start to finish, ensuring that all aspects are completed on time and to the highest standard.

· Exceptional organizational skills with a strong ability to manage multiple tasks and projects simultaneously and follow through on commitments.

· Ability to work effectively under pressure in a fast-paced, rapidly changing environment.

· Ability to work independently on projects and effectively in a team environment.

· Knowledge and previous experience with Salesforce.

· Ability to develop an understanding of commercial laundry equipment, including frontload washer-extractors, flatwork ironers, dryers, or other related laundry equipment.

· Ability to develop an understanding of electrical diagnostics and service of electronic and electromechanical components.

· Ability to develop an electrical, mechanical, hydraulic, and pneumatic technological aptitude.

· Ability to learn to read and understand electrical schematics and/or wiring and edit existing diagrams.

· Ability to read and understand technical manuals.

· Ability to develop basic plumbing, gas, and venting knowledge.

· Ability to develop troubleshooting skills.

· Fluency in English is required; ability to speak Spanish is preferred.

· Proficient in the use of the MS Office package, including Teams, Word, Excel, Outlook (email/calendar), and PowerPoint.