Field Tech Support Specialist

The Field Technical Support Specialist at Fox Valley Elevator is responsible for all aspects of technical support related to the company’s elevator systems. This crucial position requires strong hands-on technical expertise and outstanding communication skills. The specialist serves as a primary contact for troubleshooting complex elevator issues remotely, providing accurate quotes for parts, and supporting the engineering modernization of legacy elevator systems.

Additional core duties include ensuring code compliance for residential elevators and delivering training to installation technicians. This individual plays a key role in ensuring timely, effective solutions and high customer satisfaction.

• Provide expert-level technical support to field technicians, customers, and partners via phone, email, and other remote communication tools.
• Diagnose and resolve complex elevator issues with a focus on minimizing downtime and maximizing safety.
• Guide field personnel through step-by-step troubleshooting, leveraging schematics, manuals, and digital diagnostics tools.
• Document troubleshooting processes, recurring issues, and solutions for knowledge management and continuous improvement.
• Provide and validate code compliance for all residential elevator installations, ensuring adherence to applicable codes, standards, and regulations.
• Develop, organize, and deliver comprehensive training programs for installation technicians of residential elevators, focusing on best practices, safety, and technical proficiency.

• Participate in the operation of the technical support call center, including handling technical inquiries and troubleshooting requests.
• Follow standard operating procedures to ensure consistent, high-quality customer support experiences.
• Help train and support colleagues, contributing to a culture of technical excellence and proactive customer service.
• Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Address escalated customer inquiries and complaints, ensuring prompt resolution and follow-up.

• Evaluate service requests and provide accurate, timely quotes for required replacement parts.
• Collaborate with vendors and suppliers to source quality parts at competitive prices.
• Maintain up-to-date knowledge of elevator parts inventory, lead times, and alternatives for obsolete components.
• Coordinate with the purchasing and logistics teams to streamline the ordering and delivery processes.
• Assist clients in understanding parts options, costs, and timelines to facilitate informed decision-making.

• Assess, engineer, and implement modernization projects for legacy elevator systems.
• Conduct technical evaluations of existing elevator equipment to identify upgrade opportunities and requirements.
• Work closely with the engineering team to design modernization packages, ensuring compatibility with current safety standards and technologies.
• Prepare project proposals, cost estimates, and technical documentation for modernization initiatives.
• Coordinate with field teams and contractors to help ensure seamless execution of modernization projects, from planning to commissioning.
• Stay informed about industry trends and emerging technologies to recommend innovative solutions for legacy systems.

• Build and maintain strong relationships with customers, serving as a trusted technical advisor and problem solver.
• Engage in proactive communication to provide project updates, technical guidance, and after-sales support.
• Solicit customer feedback and implement improvements to enhance service quality and client satisfaction.

• Identify opportunities to streamline support processes, reduce costs, and enhance service delivery.
• Develop and present regular reports on call center performance, recurring technical issues, and project status.
• Collaborate with cross-functional teams to implement best practices and corrective actions based on data analysis.