Field Service Representative

4 weeks ago

Durham, Canada Sinoboom North America, LLC Full time

**Job Summary**:
As a Field Service Representative, you will be responsible for providing on-site technical support, maintenance, and repair services for our range of heavy machinery and equipment. You will work closely with our customers to ensure their machinery operates at peak performance and address any issues promptly and professionally.

**Key Responsibilities**:

- **Service Management**: Oversee and monitor all service activities for customers within your assigned territory, ensuring efficient and effective support. This role requires approximately 75% travel to customer locations in ON and 25% on-site work in the warehouse.
- **System Evaluation**: Assess hydraulic, mechanical, and electrical systems using schematics and diagnostic tools to identify and resolve issues.
- **Customer Engagement**: Schedule and conduct regular customer visits, offer call-in support, and provide detailed technical product information to address and anticipate customer needs.
- **Downtime Management**: Track and manage open machine downtime cases, delivering prompt support and solutions to minimize downtime and restore machine functionality as quickly as possible.
- **Expectation Management**: Set and manage customer expectations for service-related issues, ensuring technical interventions are completed efficiently and reliably.
- **Training Coordination**: Plan, organize, and conduct internal and external training sessions, including familiarization, product knowledge, operator training, and technical training, for employees and customers. Ensure training programs meet the highest standards and are continually updated.
- **Performance Reporting**: Monitor and report on the effectiveness of training activities. Update training systems and analyze performance to improve training programs and software databases.
- **Service Sales**: Collaborate with your manager or supervisor to provide information that can aid in developing service offers and global service solutions for customers. Promote SINOBOOM services, training, and parts during customer interactions.
- **Sales Support**: Coordinate with the Sales team to support new machine deliveries and customer support requests. Facilitate communication and visits as needed.
- **Travel Coordination**: Arrange and book travel according to SINOBOOM’s travel policy, optimizing travel efficiency and cost while adhering to smart travel principles.
- **Activity Reporting**: Provide daily reports of your activities to the department supervisor or manager, including time tracking and progress updates.
- **Brand Representation**: Uphold and enhance the company’s brand image through professional conduct and quality service delivery.
- **Intervention Quality**: Ensure the highest quality of interventions at customer sites and in the warehouse, addressing any issues with existing systems collaboratively with your direct manager.

**Qualifications**:

- Proven 3-5 years of experience in field service or a similar role, with expertise in hydraulic, mechanical, and electrical systems.
- Strong problem-solving skills and the ability to diagnose and resolve complex technical issues.
- Excellent communication and interpersonal skills, with a focus on customer service and relationship management.
- Ability to organize and deliver effective training sessions, with a commitment to continuous improvement.
- Proficiency in coordinating travel and managing service-related activities efficiently.
- A collaborative approach, with a focus on working closely with management to address technical issues and enhance service offerings.

**Work Conditions**:
**Travel Requirements**:

- **Extent of Travel**: Approximately 75% of your time will be spent traveling to various customer locations within your assigned territory. This includes driving long distances and occasionally using other modes of transportation, depending on the location.

**On-Site Work**:

- **Warehouse Presence**: About 25% of your time will be spent working on-site at the warehouse, handling equipment, preparing tools, and performing maintenance or repairs.
- **Environmental Conditions**: Working conditions in the warehouse may involve exposure to noise, dust, and varying temperatures. Proper safety equipment and procedures must be followed.

Pay: From $70,000.00 per year

**Experience**:

- Heavy equipment operation: 3 years (required)
- Mechanical knowledge: 3 years (required)

Work Location: In person

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