The primary responsibility of the Field Support Specialist is to provide a first point contact support for Customers and Sales Channel Partners who require diagnostics, troubleshooting, or field repair assistance via phone and/or email. This individual will provide these support activities, record incidents, elevate to field service engineers when higher level assistance is required, initiate field service requests when required, and initiate parts orders or factory returns with customer service when required.
This position is focused on support services related to SpectraSensors gas analytical
equipment utilized in the natural gas, gas processing, refinery and petrochemical industries and reports to the Field Services Manager.
The Field Support Specialist duties include, but are not limited to, the following:
Provide first point contact for Customers and Sales Channel Partners in need of assistance with diagnostics, troubleshooting or field repair assistance via phone and/or email
Record all service incidents generated from these support activities
Elevate higher level support scenarios to a Field Service Engineer who will be available weekly on a rotating basis, collaborating with the support process to become ever more
Initiate field service requests when required and assist with scheduling. Ultimate
coordination of the field service visit and post visit transactions will remain the responsibility of the Field Service Engineer.
Initiate parts orders and factory repair returns and transition seamlessly to Customer Service
Provide proper part identification and part numbers for internal and external customers
Create monthly reports on related support activities
Some travel may be required to assist field service engineers and gain further proficiency to support SpectraSensors customers and sales channel partners
11027 Arrow Route
Rancho Cucamonga, CA 91730