Regional Sales Service Technician

Position Overview

The Regional Sales Support Technician serves as Irwin’s field presence within an assigned territory, providing technical support to customers, installers, dealers, and internal teams. This role supports projects from pre-installation field checks through installation, troubleshooting, closeout, inspection, service, parts installation, and customer training.

The Regional Sales Support Technician provides customers with a knowledgeable local resource while giving internal teams timely and accurate information about field conditions. The role also serves as the ongoing relationship owner for customers in the territory, proactively reaching out to schedule annual inspections and preventative service so that issues are identified and addressed before they affect the customer. The role works closely with Customer Experience, regional sales leadership, distribution partners, and other internal teams to coordinate priorities and resolve customer and project needs.

Territory and Coverage

The Regional Sales Support Technician works from a home base and typically serves a territory within approximately three hours of driving time. Travel beyond the normal territory may be required based on project and customer needs.

Responsibilities

Field Support and Troubleshooting

• Provide field support for installation projects throughout the assigned territory, including pre-installation field checks, active installations, troubleshooting, and closeout.
• Diagnose and resolve issues involving products, parts, site conditions, installation quality, and missing or incorrect materials.
• Coordinate with Engineering, Quality, Production, Parts, Project Management, Customer Service, and Installation teams to resolve field issues efficiently.
• Serve as a direct Irwin resource on jobsites and provide timely communication regarding field conditions and project needs.

Service Delivery and Parts Installation

• Perform in-region service work on Irwin products, including diagnosis, repair, adjustment, and component replacement.
• Install replacement and warranty parts when appropriate based on the scope of work and technician capabilities.
• Coordinate service calls from scheduling through completion, including required documentation and billing information.
• Support the transition of completed installations into ongoing service and parts support.

Inspections

• Perform post-installation, recurring, and other assigned inspections of Irwin seating.
• Proactively contact customers to schedule annual inspections and preventive maintenance visits.
• Prepare clear and detailed inspection reports for customer and internal review.
• Develop and maintain competency in applicable ICC 300 inspection requirements.
• Inspect seating installed by others when Irwin has been engaged to do so and document findings according to company standards.

Customer Support and Training

• Represent Irwin professionally on customer sites and support a consistent customer experience.
• Train customers and installers on Irwin products, maintenance practices, and safe operation.
• Build effective working relationships with customers, dealers, installers, and distribution partners.
• Provide technical guidance and product knowledge throughout installation and service activities.

Sales Support

• Serve as the primary local Irwin contact for customer accounts after installation, building long-term relationships with facility managers, athletic directors, venue operators, and other key customer contacts.
• Identify service, parts, refurbishment, and replacement opportunities discovered through field activities.
• Communicate opportunities to the appropriate Irwin or distribution sales channel.
• Provide customers with service and parts recommendations and coordinate with internal teams to deliver quotes in a timely manner.
• Support dealers and distribution partners with technical information and site knowledge during the sales process.

Documentation and Field Data

• Document field findings, installation issues, photographs, corrective actions, and follow-up requirements in the appropriate systems.
• Complete required project closeout documentation, including photographs and customer or installer sign-off.
• Identify recurring field issues and communicate trends to Engineering, Quality, Production, Parts, and Installation teams.
• Contribute to the development and improvement of field reference materials, troubleshooting guides, and installer documentation.

Cross-Functional Collaboration

• Coordinate with Field Service, Parts, Project Management, Engineering, Quality, Installation, and other internal teams to address field and customer needs.
• Work collaboratively with Irwin service technicians to extend field coverage while maintaining clear responsibilities across service and regional support functions.
• Support the continued development of Irwin’s regional service and installation capabilities, including the hybrid installation model and certified partner network.

Safety and Compliance

• Follow company and site-specific safety requirements and identify and address potential jobsite hazards.
• Use required personal protective equipment and follow established safe work practices.
• Maintain knowledge of applicable industry practices, regulatory requirements, and Irwin product updates.

Qualifications

• Associate degree or equivalent technical training preferred.
• Minimum of three years of experience in field service, installation, construction, manufacturing, or a related technical or mechanical role.
• Strong hands-on mechanical and technical troubleshooting skills.
• Ability to diagnose basic electrical and product-related issues.
• Ability to read and interpret technical documentation, drawings, installation instructions, and product information.
• Strong communication and customer service skills.
• Ability to work independently, prioritize field needs, and adapt to changing customer and project requirements.
• Comfortable using technology for documentation, photographs, reporting, CRM, and project management tools, including managing a customer contact and inspection schedule.
• Valid driver’s license and insurable driving record.
• Reliable personal vehicle available for regular business use.
• Ability to travel throughout the assigned territory, including overnight travel as required.
• Willingness to develop and maintain ICC 300 inspection competency.
• Experience with Irwin Seating products, telescopic seating, or related products is preferred but not required.

Vehicle, Travel and Expenses

This position requires the use of a personal vehicle for business travel. Irwin reimburses business mileage at the current company rate in accordance with company policy. Mileage and applicable expenses must be documented and submitted through the company’s expense management system.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• This position requires frequent driving throughout an assigned territory, with most days spent traveling to customer and job sites. Are you comfortable with a role that requires you to be on the road regularly?

Work Location: On the road

Salary : $56,101 - $85,014