Field Services Representative

The Field Service Representative provides technical and operational support across system deployment, field operations, and customer service functions. This role supports program execution, coordinates with internal teams and customers, and ensures effective system performance and customer satisfaction throughout the lifecycle of deployed solutions.

The position combines field support, technical troubleshooting, program coordination, and customer engagement, serving as a key interface between engineering, program management, and end users.

Duties and Responsibilities

Adhere to company policies and procedures. Customer Support & Service Coordination Receive, document, and track customer inquiries, service requests, and technical issues, ensuring timely follow-up and Serve as a primary point of contact between customers and internal teams, maintaining clear and professional communication throughout issue resolution Maintain customer records, service logs, and report on system status, issues, and trends to management Monitor support tickets, identify recurring issues, and assist with troubleshooting and escalation as needed Distribute technical updates, service bulletins, and relevant documentation to customers and internal stakeholders Support customer satisfaction initiatives and contribute to continuous improvement of support processes.

Technical & Program Support Provide technical support to program and project teams, assisting with issue resolution, system performance monitoring, and operational readiness Support proposal and business development efforts by providing technical input and assisting in solution design and documentation Assist Program Managers in tracking technical deliverables, risks, and field-related activities Analyze system data and generate reports to support performance monitoring and decision-making Participate in continuous improvement initiatives and support quality assurance processes Field Support & System Deployment Support site surveys, system installations, and field activities, including coordination with contractors and stakeholders Assist with system testing, validation, and site acceptance activities, ensuring compliance with project requirements Provide on-site and remote troubleshooting support for deployed systems Generate and maintain technical documentation, including reports, procedures, and installation records Coordinate preventative maintenance activities and support system lifecycle management Training & Knowledge Management Conduct or support training for customers, field personnel, and internal teams as required Develop and maintain training materials and technical documentation Share field experience and lessons learned to improve product performance and service delivery Safety Standards to be followed, where applicable: Adhere to all local, site-specific, and company safety protocols.

Wear required PPE, including: Hard hat (construction zones) Hearing protection (high-noise areas) Steel-toe boots Safety glasses and gloves Reflective vest (if required by site) Maintain a stocked personal first aid kit.

Education

/ Experience: Associate’s degree or higher in Engineering, Electronics, Information Technology, or related field (or equivalent experience) [SAI Field...ineer 2025 | Word] Experience supporting technical programs, field operations, or customer service environments Demonstrated ability to troubleshoot technical systems and support customers effectively Experience working in multidisciplinary teams and coordinating across departments Additional Requirements: Willingness to travel as needed to support field activities and customer engagements Ability to work in dynamic environments and support time-sensitive operations Commitment to quality, safety, and continuous improvement Skills & Competencies: Strong communication skills, both written and verbal, with a customer-focused mindset Ability to analyze technical issues and provide practical solutions Organizational and documentation skills for tracking issues, reporting, and maintaining records Ability to work independently, prioritize tasks, and manage multiple responsibilities Proficiency in Microsoft Office and general data/reporting tools Adaptability to work in field and office environments