Field Service Support Specialist

Company Description

Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia Group designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation. Within this framework, Veolia's Water Tech Business brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy.

Together, we pursue a shared mission to create a more sustainable future.

The Water Tech Analytical Instruments product line business has an opportunity for a Field Service Support Specialist in Boulder, CO. The Support Specialist will play a crucial role in supporting the Aftermarket field service team. This role involves a combination of administrative tasks and maintaining departmental systems. Responsibilities include processing on-site service agreements, purchase orders, work orders, service billing, generating service quotes, entering data into our CRM and ERP systems, and providing overall assistance to field service operations and customer support.

This position will also provide direct administrative support to customers, Field Service Engineers, Field Service Managers, as well as Sales and Factory Service teams when necessary. Furthermore, the Support Specialist will collaborate with the Service Team to enhance business processes, conduct business analysis reporting, and offer support for various departmental systems.

This is a hybrid position, requiring office presence in Boulder, CO, with the flexibility to work remotely when appropriate and scheduled. The first three (3) months will be fully in the office. Hybrid three (3) days per week will be determined with the supervisor thereafter.

• Process purchase orders for services, including work orders, contracts, and invoicing.
• Support and coordinate supply orders for Field Service Technicians.
• Provide general assistance to Field Service Technicians, Field Service Managers, and Sales teams.
• Manage customer inquiries and address billing and contract issues, both direct and indirect.
• Participate in and contribute to Continuous Improvement Projects.
• Handle quoting and re-quoting of services.
• Pursue delinquent purchase orders to ensure timely resolution.
• Support month-end closure activities.
• Process credit card transactions for services.
• Input, report, and update data in Salesforce (CRM).
• Ensure compliance with all safety aspects on the job and adhere to Veolia policies and procedures.

Key Characteristics:

We seek a self-directed, detail-oriented individual with a strong client focus, adept at managing a dynamic work environment and prioritizing daily and weekly administrative tasks. The ideal candidate should be proficient in customer and business management software, possess effective communication skills, and demonstrate technical competence. Previous experience in customer support, sales support, and maintaining customer and sales account information is essential.

Knowledge, Skills, and Abilities:

• Proficient in  administration with relevant experience.
• Strong written and verbal communication skills.
• Exceptional organizational skills with keen attention to detail and adherence to processes.
• Self-directed with the ability to manage multiple responsibilities effectively.
• Computer proficiency in Google Workstation or similar office applications.
• Experience in SAP (Systems, Applications, and Products) order processing.
• Customer support and interaction skills, along with good listening and problem-solving abilities.
• Collaborative mindset.
• Knowledge of Field Service Operations and/or Warehouse Operations.
• Familiarity with Sales/Fulfillment Operations.
• Excellent customer service skills.
• Quick learner capable of grasping company procedures within a reasonable time frame from the start of employment.
• Ability to make sound business decisions based on risk-reward analysis and business objectives.

Education and Experience:

Required

• An Associate's Degree in Accounting, Business Administration, Science, or a related discipline; or equivalent education, along with a minimum of 2 years of work experience in administrative support, warehouse support, sales support, or customer service.
• A High School Diploma or equivalent education, accompanied by at least 4 years of work experience in administrative support, warehouse support, sales support, or customer service.

Preferred

• A Bachelor's Degree in Accounting, Business Administration, Communications, Science, or a related discipline.
• A minimum of 2 years of work experience in SAP (ERP) and Salesforce (CRM).

The working environment and physical demands described here, as well as the essential functions and responsibilities noted above, are representative of those…