Field Service Technician - Military veterans preferred

About Forterra

Forterra is a leading provider of autonomous systems for ground-based movement in the working world. Amongst some of the earliest innovators in the field of driverless technology, Forterra is focused on building systems that protect front-line soldiers and enable civilian workers in our industrial base. Forterra is the go-to provider of ground autonomy solutions for the U.S. Department of Defense, which harnesses the technology for asymmetric warfare in critical conditions.

About the role

The Field Service Technician plays a critical role in providing hands-on technical support to ensure customer satisfaction, sustainment and optimal product performance. Reporting to the Director of Customer Success, the Field Service Technician monitors customer equipment readiness, provides diagnostics and repairs, delivers product trainings, and ensures continuous operational excellence and reliability at customer locations. This role emphasizes proactive communication, technical expertise, and customer relationship management to support company objectives.

What you"ll do

Customer Product Support:

• Monitor customer product readiness, identifying and resolving issues customers cannot independently address.
• Collaborate on-site with customers to diagnose and repair equipment-related issues, ensuring minimal downtime and optimal performance.
• Serve as a point of contact for customers to seek help to keep systems operational

Technical Expertise and Troubleshooting:

• Assist customers by providing diagnostic and repair support via phone, email, or direct on-site interaction.
• Diagnose and resolve technical issues using systematic troubleshooting techniques and solutions.
• Conduct installations, maintenance checks, proactive services, and repairs to keep equipment operating efficiently.

Training:

• Execute comprehensive training plans to educate customers and internal Forterra personnel on the operation, maintenance, and troubleshooting of equipment.
• Assess and document customer understanding and proficiency post-training, identifying additional support needs as required.
• Assist with continuously refining and enhancing training materials and processes based on customer feedback and operational insights, ensuring effective knowledge transfer and customer self-sufficiency.

Documentation and Communication:

• Maintain detailed records of service activities, including issue diagnostics, resolution processes, asset usage, and customer interactions.
• Generate comprehensive Field Reports and Work Orders to provide actionable feedback to quality and engineering teams.
• Communicate service bulletins, informational notices, and product updates effectively to internal and external stakeholders, ensuring clear understanding and implementation.

Customer Relationship Management:

• Foster professional relationships with customers through continuous communication, ensuring their technical needs and expectations are consistently met.
• Provide technical guidance to customers, enhancing their capability to manage and maintain equipment effectively.
• Actively contribute to improving customer experience through proactive customer support and issue resolution.

Travel and Field Operations:

• Regularly travel to various customer sites to deliver essential on-site support, ensuring responsiveness and timely issue resolution.
• Ensure readiness and compliance with all safety standards during travel and field service operations.

Qualifications

• Extensive hands-on experience in diagnosing, maintaining, repairing, and troubleshooting complex mechanical and electronic equipment.
• Ability to effectively communicate technical information clearly and concisely to diverse audiences.
• Strong documentation skills, ensuring accuracy and comprehensiveness of records.
• Proven capability to work independently in a fast-paced, customer-focused environment.
• Strong interpersonal skills with a commitment to maintaining professional relationships with customers and team members.
• Ability to travel up to 75%, including internationally.

Preferred Qualifications

• Prior experience with Field Service for a hardware and software integrated product/platform.

US Salary Range
$100,000—$130,000

The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra's overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including:

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.

Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in accordance with local, state, and federal laws. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain. All qualified applications will receive equal consideration for employment.

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