Field Service Technician

Position Overview

Field Services Associate position is responsible for delivering the highest quality on‑site support for our customers. An individual in this role is expected to be highly professional in all customer interactions, capable of working autonomously, and proficient at providing solutions to complex problems. The role will work closely with inside/outside Sales and Customer Success groups to identify opportunities to improve customer satisfaction, uncover new business opportunities, discover opportunities for wallet share expansion, and to ensure the retention of our customers.

Candidates must be within a reasonable commute to Chicago International Airport (ORD).

• Provides commissioning, start‑up, and installation support of all Industrial Scientific hardware and software, including advanced connected safety solutions remotely and on site.
• Manages routine support schedule for customers requiring recurring service visits.
• Leads basic hands‑on/operational level training for Industrial Scientific products and services remotely and on site.
• Conducts on‑site troubleshooting, repair, and technical issue resolution for Industrial Scientific products, services, and accessories.
• Exercises sound judgment in problem solving and develops solutions to complex customer issues.
• Acts as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of ISC products and services.
• Documents, tracks, and monitors issues to ensure timely resolution; may be assigned specific customer accounts to own and proactively manage.
• Proactively engages with Field Services team members and other teams to share lessons learned, best practices, suggest product/service improvements, and expand own knowledge base to drive continuous improvement of the role and processes.

• This role reports to the Field Services Manager, North America.
• This role does not have any direct reports.

• Skills & Work Traits
  • Willingness to travel up to 75% of the time (business days, weekends).
  • Superior teamwork skills.
  • Effective self‑directed time management and prioritization of workload.
  • Excellent analytical and problem‑solving skills.
  • Outstanding written and verbal communication skills with ability to tailor style to audiences.
  • Enthusiasm for continuous improvement.
  • Ability to obtain a passport and all required documents for domestic and occasional international travel.
  • Demonstrable success in thinking strategically, executing tactically, and providing consistent customer satisfaction.
  • Electronic technician and/or technical support experience.
  • Demonstrated success in identifying new business/upsell opportunities.
  • Understanding of gas detection applications and general knowledge of the industries that Industrial Scientific’s customers operate within.
  • Thorough understanding of all Industrial Scientific products, applications, and service offerings.
  • Experience with iNet™, , and Jira.
  • Certifications/credentials:
    Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification.
  • Highly competent in troubleshooting electronic devices.
  • Proficiency with computers, MS Office, Hyper Terminal, and ability to learn proprietary software.
  • Familiarity with computer networking, Microsoft Server, static and dynamic IP addressing.
• Required
  • Ability to obtain a passport and all required documents for travel.
  • Demonstrable success in strategic and tactical execution with high customer satisfaction.
  • Electronic technician and/or technical support experience.
• Preferred
  • Demonstrated success in identifying new business/upsell opportunities.
  • Understanding of gas detection applications and industry knowledge.
  • Thorough understanding of all Industrial Scientific products, applications, and service offerings.
  • Experience with iNet™, , and Jira.
  • Certifications/credentials:
    Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification.

• Highly competent in troubleshooting electronic devices.
• Proficiency with computers, MS Office, Hyper Terminal, and ability to learn proprietary…