Job Description

Position is located in Edmonton, Canada

Position overview

The Field Services Specialist position is responsible for delivering the highest quality on-site support for our customers. An individual in this role is encouraged to be highly professional in all customer interactions, capable of working autonomously, and proficient at providing solutions for sophisticated problems. This role will work closely with our inside/outside Sales and our Customer Success Relationship Manager groups to analyze opportunities to improve customer happiness, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers.

Responsibilities and Objectives

• Provides commissioning, start-up, and installation support of all Industrial Scientific hardware and software, including sophisticated connected safety solutions both off and on-site
• Leads intermediate operational level training for all ISC products and services in a classroom environment (remotely and on-site)
• Conducts on-site troubleshooting, repair, and error/technical issue solutions for company products, services, and accessories
• Creates 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 sophisticated customer issues
• Acts as an advocate and technical product authority for 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 supervise
• Proactively engages with Field Services team members and other teams within the organization to share lessons learned, standard methodologies, 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 Field Services Manager, 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)
• Superior collaboration skills
• Ability to efficiently 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

• Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel
• Verifiable success in thinking strategically, effecting tactically, and providing consistent and high levels of customer satisfaction
• Two years field service/support work experience

Preferred

• Recognized success in identifying new business/upsell opportunities
• 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(TM), Salesforce.com, and Jira
• Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification

Technical competencies

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

Education

• Bachelor's Degree or equivalent work experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Fortive, we believe in you. We believe in your potential--your ability to learn, grow and make an impact. And we believe in giving you the opportunity, accountability and visibility to do just that.

At Fortive, we believe in us. We believe in the power of great people working together to innovate and solve problems no one could solve alone. We build enduring partnerships with our customers and take on their challenges and opportunities as our own.

At Fortive, we believe in growth. We are honest about what's working and what isn't, and we work hard to innovate and improve. With a passionate focus on our markets and our customers, we learn and grow together to make a difference in the world.

Fortive ( NYSE: FTV) is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenue, Fortive's well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution.

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity.