Field Service & Sales Representative

Position Summary

The Field Service & Sales Representative is responsible for providing professional field service and technical support to Henderson Enterprises customers while also developing and maintaining customer relationships and identifying opportunities for additional products and services.

This is a hands-on position combining equipment installation, commissioning, maintenance, troubleshooting, repair, delivery, customer service, and sales activities. The successful candidate will serve as a knowledgeable representative of Henderson Enterprises in the field and will be expected to develop a strong understanding of the equipment, products, and services offered by the company.

The position may receive additional compensation through a commission, incentive, or discretionary bonus program based upon company policy and the applicable compensation plan.

Essential Duties and Responsibilities:

1. Equipment Installation and Commissioning

• Install and assist with installation of industrial and commercial equipment at customer locations.
• Perform equipment assembly, setup, adjustment, testing, and commissioning.
• Read and interpret equipment manuals, drawings, specifications, and installation instructions.
• Verify proper operation of equipment following installation.
• Identify installation deficiencies, equipment problems, or unsafe conditions and report them to management and/or the customer as appropriate.
• Coordinate with customers, contractors, vendors, and other personnel during installation projects.
• Provide customers with basic operating and maintenance instructions following installation.
• Complete installation documentation and service records.

2. Equipment Maintenance

• Perform scheduled preventive maintenance on customer equipment.
• Inspect equipment for wear, damage, improper operation, or developing problems.
• Perform routine adjustments, lubrication, cleaning, replacement of wear components, and other authorized maintenance activities.
• Maintain accurate records of maintenance performed and parts used.
• Identify equipment conditions that may require additional repair or replacement.
• Recommend appropriate maintenance or service solutions to customers.

3. Equipment Troubleshooting and Repair

• Diagnose mechanical, electrical, pneumatic, hydraulic, and/or other equipment problems within the employee's training and qualifications.
• Troubleshoot equipment failures and determine likely causes.
• Perform authorized repairs and component replacements.
• Use appropriate diagnostic tools, test equipment, manuals, drawings, and technical resources.
• Escalate problems requiring specialized expertise or additional authorization.
• Document troubleshooting activities, findings, repairs, and recommendations.
• Communicate technical information to customers in a clear and professional manner.

4. Deliveries and Material Handling

• Deliver equipment, parts, supplies, and other products to customer locations.
• Load, unload, transport, and secure company materials and equipment in accordance with company procedures.
• Verify delivery quantities and condition of materials.
• Obtain required delivery documentation or customer acknowledgment.
• Maintain company vehicles and equipment in a clean, safe, and serviceable condition.
• Report vehicle, equipment, or cargo problems promptly.
• Comply with all applicable traffic laws and company vehicle policies.

5. Sales and Business Development

• Develop and maintain professional relationships with existing and prospective customers.
• Identify customer needs and opportunities for equipment, parts, service, repairs, upgrades, and replacement equipment.
• Discuss company products and services with customers.
• Recommend appropriate products and services based on customer requirements.
• Prepare or assist with quotations, proposals, and estimates as authorized.
• Follow up on quotations and customer opportunities.
• Communicate customer needs and opportunities to management and other appropriate personnel.
• Assist in developing new customer relationships and expanding business with existing customers.
• Maintain appropriate records of sales activity and customer opportunities.
• Represent Henderson Enterprises professionally at customer locations, trade events, meetings, and other business functions.
• Work toward established sales, revenue, gross-margin, or other performance objectives when applicable.

6. Customer Service

• Serve as a primary field contact for assigned customers.
• Respond professionally to customer questions, concerns, and service requests.
• Communicate expected arrival times, project status, service findings, and completion status.
• Maintain positive customer relationships while protecting the interests of Henderson Enterprises.
• Identify opportunities to improve customer satisfaction and retention.
• Immediately communicate significant customer complaints or disputes to management.

7. Documentation and Administrative Responsibilities

• Complete service reports accurately and promptly.
• Document labor, travel, parts, materials, and other job-related information as required.
• Maintain accurate records of installations, repairs, maintenance, deliveries, and customer interactions.
• Submit required paperwork, electronic records, expense reports, time records, and sales documentation.
• Maintain accurate information regarding customer equipment and service history.
• Provide management with timely information regarding customer needs, equipment problems, sales opportunities, and project status.

8. Safety and Compliance

• Follow all Henderson Enterprises safety policies and procedures.
• Use required personal protective equipment.
• Follow applicable OSHA requirements and customer-specific safety requirements.
• Participate in required safety training.
• Follow lockout/tagout and other hazardous-energy-control procedures when applicable and when properly trained and authorized.
• Report injuries, incidents, near misses, unsafe conditions, and property damage promptly.
• Do not perform work for which the employee has not been properly trained, qualified, or authorized.
• Maintain a professional and safety-conscious attitude at all customer locations.

9. Company Property and Equipment

• Properly operate, maintain, and protect company vehicles, tools, equipment, technology, and other property.
• Maintain an appropriate inventory of commonly required tools, parts, and supplies as directed.
• Report lost, damaged, defective, or missing company property.
• Use company property primarily for authorized business purposes.
• Maintain company-issued mobile devices, computers, and other equipment in accordance with company policies.

Sales Compensation

The Field Service & Sales Representative may be eligible to receive compensation in addition to base wages through a company-approved commission, incentive, or discretionary bonus program.

Any commission or incentive compensation will be governed by the applicable written compensation plan and may be based upon factors such as:

• Project sales generated;
• Net profit;
• New customer development;
• Service or equipment sales;
• Collection of customer accounts;
• Individual performance;
• Company performance; or
• Other criteria established by Henderson Enterprises.

Commission or incentive compensation is separate from the employee's regular base compensation unless otherwise specified in a written compensation agreement.

The company reserves the right to establish, modify, or discontinue incentive and bonus programs prospectively, subject to applicable law and any contractual obligations.

Performance Expectations

The Field Service & Sales Representative is expected to:

• Complete assigned work accurately and efficiently.
• Provide high-quality customer service.
• Develop a strong working knowledge of company products and equipment.
• Maintain professional relationships with customers and coworkers.
• Identify legitimate sales and service opportunities.
• Generate accurate and timely service documentation.
• Protect company equipment and property.
• Follow company safety procedures.
• Maintain a professional appearance and demeanor.
• Communicate problems promptly.
• Meet reasonable service, productivity, customer-service, and sales expectations established by management.

Performance may be evaluated based upon a combination of technical performance, customer service, reliability, safety, documentation, productivity, sales performance, profitability, and overall contribution to the company.

Required QualificationsEducation and Experience

• High school diploma or equivalent preferred.
• Experience working with mechanical, electrical, industrial, commercial, or similar equipment preferred.
• Previous field service, equipment installation, maintenance, repair, industrial service, or technical sales experience preferred.
• Sales or customer-service experience preferred.
• Equivalent combination of education, technical training, and practical experience may be considered.

Technical Skills

The employee should demonstrate the ability to:

• Read and understand equipment manuals and technical documentation.
• Use common hand and power tools safely.
• Troubleshoot mechanical and/or electrical equipment.
• Perform basic equipment maintenance and repairs.
• Understand basic mechanical, electrical, pneumatic, and/or hydraulic principles as applicable to the equipment serviced.
• Operate computers, smartphones, tablets, and company software.
• Complete electronic service and sales documentation.

Communication and Sales Skills

• Strong verbal and written communication skills.
• Ability to communicate technical information to customers who may not have technical backgrounds.
• Ability to establish professional customer relationships.
• Ability to identify customer needs and recommend appropriate solutions.
• Ability to discuss pricing, quotations, products, and services professionally.
• Ability to follow up consistently on customer opportunities.

Driver Requirements

• Valid driver's license.
• Acceptable driving record.
• Ability to operate company vehicles safely.
• Ability to safely load, secure, transport, and unload equipment and materials.
• Must comply with all applicable company vehicle and driving policies.

Physical Requirements

This position is a field-based, hands-on position and requires the ability to:

• Stand, walk, bend, stoop, kneel, climb, and work in various physical positions.
• Frequently use hands and arms to operate tools and equipment.
• Lift and carry equipment, tools, parts, and materials appropriate to the job.
• Work around industrial equipment, machinery, electrical systems, compressed air, and other workplace hazards as applicable.
• Work indoors and outdoors and in varying environmental conditions.
• Work from ladders, platforms, or elevated work areas when properly trained and equipped.
• Travel to customer locations as required.
• Wear required personal protective equipment.

Physical requirements may vary depending upon the specific equipment, project, and customer location.

Working Conditions

The position may require work:

• At customer facilities;
• In industrial and commercial environments;
• In warehouses and shops;
• Outdoors;
• Around operating machinery and equipment;
• In areas with elevated noise levels;
• In areas requiring personal protective equipment;
• During normal business hours and, when necessary, outside normal business hours to meet customer or emergency service requirements.

Travel within the company's service territory is an essential function of the position.

Tools and Equipment

The employee may be required to use:

• Hand and power tools;
• Electrical test equipment;
• Mechanical diagnostic equipment;
• Ladders and access equipment;
• Computers, tablets, and smartphones;
• Company vehicles;
• Material-handling equipment;
• Personal protective equipment; and
• Other equipment necessary to perform assigned duties.

Employees must use equipment only when properly trained, qualified, and authorized.

Authority and Decision-Making

The Field Service & Sales Representative is authorized to perform routine service, maintenance, installation, delivery, and customer-service activities within the employee's training, qualifications, and authority established by Henderson Enterprises.

The employee is not authorized to:

• Make unauthorized commitments on behalf of Henderson Enterprises;
• Extend unauthorized credit or discounts;
• Promise delivery dates or project conditions outside established authority;
• Perform work outside the employee's training or qualifications;
• Modify company pricing or compensation arrangements without authorization;
• Enter into contracts on behalf of Henderson Enterprises unless specifically authorized; or
• Commit company resources beyond established authority.

Questions involving unusual technical problems, significant customer disputes, substantial pricing decisions, safety concerns, or work outside established procedures should be referred to management.

Confidentiality

The employee may have access to confidential company and customer information, including pricing, customer lists, sales information, technical information, business strategies, and other proprietary information.

Employees are expected to protect confidential information and comply with Henderson Enterprises' confidentiality, information-security, and company-property policies.

Equal Employment Opportunity

Henderson Enterprises is committed to providing equal employment opportunities and making employment decisions based on qualifications, performance, business needs, and other lawful considerations.

The company does not discriminate in employment on the basis of any characteristic protected by applicable federal, state, or local law.

At-Will Employment

Unless otherwise provided by a written employment agreement signed by an authorized representative of Henderson Enterprises, employment is at will. Either the employee or Henderson Enterprises may terminate the employment relationship at any time, with or without cause or advance notice, subject to applicable law.

Disclaimer

This job description describes the general nature and level of work expected for this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the position.

Henderson Enterprises reserves the right to modify duties, responsibilities, qualifications, reporting relationships, and performance expectations as business needs change.

Employees may be required to perform other related duties as assigned.

Pay: $36.00 - $40.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• On-the-job training
• Paid time off

Work Location: In person

Salary : $36 - $40