Job Description

Job Title: Field Service Technician

Position Overview

As a Field Service Technician, you will play a critical role in delivering exceptional customer experiences while supporting the growth of Irwin’s parts and services business. This position is responsible for resolving customer field complaints, diagnosing and repairing technical issues, and fostering relationships that enhance customer satisfaction. As a first-line representative in the field, the Field Service Technician ensures that installation sites meet Irwin's quality standards, provides technical expertise to internal teams and external customers, and promotes our parts and services to maintain long-term client relationships.

Success in this role requires technical proficiency, exceptional problem-solving skills, and a collaborative approach when engaging with colleagues across departments and external business partners.

Responsibilities

Customer Support and Complaint Resolution

• Travel to job sites to diagnose and resolve customer complaints, ensuring prompt and efficient service.
• Repair and troubleshoot technical, warranty, or service issues within established guidelines and knowledge limits.
• Act as a technical resource for customers, Project Coordinators, and Field Technicians to address complex service questions.
• Provide exceptional customer service by proactively engaging with internal and external stakeholders to ensure satisfaction.

Technical Expertise and Collaboration

• Serve as a liaison between Project Coordinators, Field Technicians, and Engineering teams during on-site installations, ensuring seamless communication and problem resolution.
• Complete detailed daily reports documenting site issues, repairs, and other relevant information for appropriate internal groups.
• Collaborate with cross-functional teams to execute communication strategies and resolve site-specific challenges.

Parts and Services Promotion

• Identify opportunities to promote Irwin’s parts and services offerings to customers while on-site, contributing to business growth.
• Build and maintain strong client relationships, fostering trust and loyalty through consistent and professional service.

Field Operations and Reporting

• Maintain accurate records of site visits, repairs, and customer interactions to ensure transparency and alignment across departments.
• Work flexible hours as required to meet the needs of customers, including travel and overnight stays.

Safety and Compliance

• Adhere to company and site safety standards, ensuring a safe working environment during installations and repairs.
• Stay up-to-date on product knowledge, technical specifications, and industry best practices to maintain high-quality service.

Qualifications

• High School Diploma or GED required.
• Minimum of 2 years of direct customer contact experience, preferably in a service, construction, or technical capacity.
• Sales experience or familiarity with construction trades is a plus.
• Ability to read and interpret blueprints and technical drawings.
• Strong analytical and problem-solving skills with a focus on diagnosing and repairing technical issues.
• Product knowledge or experience with seating products preferred.
• Excellent verbal and written communication skills.
• Ability to build and maintain strong relationships with internal teams, customers, and field partners.
• Collaborative approach to teamwork, with the ability to influence and engage stakeholders effectively.
• Strong organizational and time-management skills with a results-oriented mindset.
• Proven ability to manage multiple tasks and deliver on project deadlines under pressure.
• Flexibility to travel extensively (up to 95% overnight travel) and work non-standard hours as needed.

Physical Demands and Work Environment:

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee regularly is required to walk. The employee must be able to lift and move objects weighing up to 50 pounds.? Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Work may include exposure to construction environments, requiring adherence to safety protocols and PPE standards. Ability to travel extensively, including overnight stays, and work flexible hours as needed to support customer demands.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and loud machinery. The noise level in the work environment is usually quiet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FLSA Status: Non-Exempt

Compensation: The hourly range for this full-time position is $27 - $32 per hour. Individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role. Irwin is happy to offer a full comprehensive benefits package, with insurance coverage starting on the first day of employment.

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