Field Technical Specialist

The Hoist Field Technical Specialist (FTS) will promote customer satisfaction by working within the Hoist Technical Services Department to provide technical product assistance to all Hoist lift truck dealers and directly for customers in the U.S. and distributors. This work will include but is not limited to supporting technicians with the resolution of complex technical issues, identifying opportunities for product improvements based on field data, monitoring initial product quality, and more. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Must possess a combination of strong technical and interpersonal skills, as well as a passion for quality and motivation to succeed.

Duties:

• Provide service and customer support during field visits, dispatches, or through call center
• Testing and repairing equipment by travelling to the location of the customer
• Attends to the needs of customers whenever required
• Provides telephone support to customers in order to perform troubleshooting
• Managing all on-site installation, repair, maintenance and test tasks
• Diagnosing errors or technical problems and determining proper solutions
• Ensures the equipment are in proper working conditions
• Manage workflow to schedule
• Produce timely and detailed service reports
• Document processes
• Operate vehicle in a safe manner
• Follow all company’s procedures and protocols
• Cooperate with technical team and share information across the organization
• Comprehend customer requirements and make appropriate recommendations/briefings
• Build positive relationships with customers
• Other duties as assigned