Field Service Representative

About Forterra

At Forterra, we are unleashing autonomy at scale to transform the battlefield. Our mission is to build the foundational platforms that enable an intelligent ecosystem to coordinate, adapt, and execute with speed and precision even in the uncertainty and disruption of modern conflict. In an era marked by rapid technological change and evolving threats, we design for flexibility, survivability, and operational dominance.

Forterra delivers weapons, sensors, and battlefield effects through integrated autonomous networks reaching operational areas faster, safer, and without placing human lives  systems operate with distributed control, dynamic routing, and real‑time responsiveness, enabling sustained advantage across complex mission environments.

The Field Service Representative 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 Representative monitors customer equipment readiness, provides diagnostics and repairs, delivers product training, 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.

This role will support extended deployments in operational field environments, including possible active combat zones.

• Customer Product Support: monitor customer product readiness, identify and resolve issues customers cannot address independently; 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 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, identify additional support needs as required; assist with continuously refining and enhancing training materials and processes based on customer feedback and operational insights.
• 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.
• Customer Relationship Management: foster professional relationships with customers through continuous communication, ensuring technical needs and expectations are consistently met; provide technical guidance, enhancing customers’ capability to manage and maintain equipment effectively; actively contribute to improving customer experience through proactive 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; extended deployments in operational field environments, including possible active combat zones; ensure readiness and compliance with all safety standards during travel and field service operations.

• Extensive hands‑on experience in diagnosing, maintaining, repairing, and troubleshooting complex mechanical and electronic equipment.
• Ability to 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.
• Str…