Field Services Professional

Field Services Professional

POSITION OVERVIEW

The Field Services Professional position is responsible for delivering the highest quality on-site support for our customers.

An individual in this role is expected to be highly professional in all customer interactions, capable of working autonomously, and proficient at providing solutions to complex problems.

This role will be primarily focused on conducting training courses designed to provide our customers and partners with an elevated education on our products and services.

This role will work closely with our Sales, Customer Relationship Manager, and other internal customer facing groups to identify opportunities to improve customer satisfaction, uncover new business prospects, explore possibilities for wallet share expansion, and to ensure the retention of our customers.

Candidate is expected to be within a reasonable commute to the Montréal-Pierre Elliott Trudeau International Airport (YUL).

RESPONSIBILITIES AND DELIVERABLES

• Leads high level on-site and virtual trainings for Industrial Scientific products and services at a technician level in a classroom environment (courses include Gas Detection Made Easy, train the trainer, customized on-site, etc.)
• Verifies trainees’ proficiency of the proper use and maintenance of Industrial Scientific products, services, and systems such as iNet Control and DSSAC through both observation and written assessment
• Develops relevant training materials to meet evolving needs of our customers
• Acts as a mentor to other Field Services team members
• Provides commissioning, start-up, and installation support of all Industrial Scientific hardware and software, including advanced connected safety solutions (remotely and on-site)
• Conducts on-site troubleshooting, repair, and error / technical issue solutions for Industrial Scientific products, services, and accessories
• Identifies opportunities for wallet share expansion and new business while working with our customers
• Delivers on-site demonstrations and product / service application identification support
• Exercises sound judgement in problem solving and develops solutions to complex customer issues
• Acts as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of ISC products and services
• Documents, tracks, and monitors issues to ensure a timely resolution and may be assigned specific customer accounts to own and proactively manage
• Proactively engages with Field Services team members and other teams within the organization to share lessons learned, best practices, suggest product / service improvements, and to expand own knowledge base to drive continuous improvement of the role and processes

ORGANIZATIONAL ALIGNMENT

• This role reports to the Sr. Manager, Field Services North America
• This role does not have any direct reports

QUALIFICATIONS

SKILLS & WORK TRAITS

• Willingness to travel up to 75% of the time (business days, home nearly all weekends)
• Bi-lingual proficiency (English and French)
• Superior teamwork skills
• Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within
• Thorough understanding of all Industrial Scientific products, applications, and service offerings
• Experience with iNet, Salesforce.com, and Jira
• Certifications / credentials : Technical Training or Certificate program, TWIC, DISA, MSHA Certification
• Ability to effectively engage in high level self-directed time management and prioritization of workload
• Excellent analytical and problem-solving skills combined with the ability to provide timely resolution to problems
• Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences
• Enthusiasm for continuous improvement

REQUIRED

• Exhibitable success in conducting high level training
• Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
• Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction
• Two years of customer facing training experience & five years high level technical system / support work

PREFERRED

• Experience with the Articulate platform or similar training creation tools
• Demonstrable success in identifying new business / upsell opportunities

TECHNICAL COMPETENCIES

• Highly competent in troubleshooting electronic devices
• Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software
• Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing

EDUCATION

Bachelor’s Degree or equivalent work experience

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