National Field Service Specialist

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The National Field Service Specialist acts on behalf of Alliance Laundry Systems to provide service guidance and support for customers across North America and will be based out of Ripon, WI. This role is expected to support the current Field Service Management team with addressing service issues and provide service training.

• Provide a high level of customer support to all ALS distributors and route operators while conforming to established policies and procedures
• Effectively communicate best practice concepts to improve, prevent and/or solve customer service issues (i.e., internal operating procedures, product service tools and techniques, customer relations, product issues, etc.)
• Objectively audit a customer’s service capabilities, including the number of technicians for assigned market(s), warranty performance, use of required and preferred tooling, and parts availability for products supported
• Work in conjunction with Regional Sales Managers and other support functions to maintain continuity of communication, acting as one part of a wider customer support team
• Using available technology, coach and assist technicians, as needed, on difficult to solve issues
• Participate as instructors in Master Technician training events hosted at the factory while also conducting quarterly field product training schools at customer locations for ALS distributors and route operators
• Follow quality reporting processes to route concerns through to Quality Assurance Specialists for priority handling
• As needed, and at the request of the Quality Assurance Specialist, assist in the mitigation of high priority product issues as they arise
• Provide trip reports to document visit details including objectives, feedback, and outcomes of each interaction, with special emphasis on identifying potential product problems, and activities of competitors
• Complete travel expense reports in a timely manner as required in the policy

• High school diploma or equivalent is required; secondary technical degree in a relevant field is preferred.
• At least 1 year of experience with Alliance Laundry Systems commercial equipment is preferred
• Past service experience is a plus
• Proven familiarity with electrical diagnostics, including ability to read electrical diagrams/illustrations

• Strong technical aptitude
• Hands on contributor with strong written and verbal communication skills
• Proficient using Microsoft Office programs, such as Excel, Outlook, Power Point, MS Teams and Word
• Demonstrated ability to use app-based tools for communication, such as Facetime, Zoom, MS Teams
• Capable of scheduling and maintaining workflow using calendars, maps, travel tools, expense systems, and time management planning
• Bi-lingual, English & Spanish-speaking is highly desirable
• Strong written and verbal communication skills, with the ability to speak in front of large groups

• Ability to travel up to 50% of the time and adapt to changing work schedules
• Position may require travel to Canada

• Position involves sitting long periods, standing, manual dexterity, stooping, and bending
• Ability to lift and maneuver 50 lbs. on a regular basis
• Must reside within assigned geographic market with reasonable access to major airports
• Candidate must have a valid passport or be able to obtain a passport

• Dedicated:
  Follows through on commitments. Strong say/do.
• Respectful:
  Acts with integrity and values diverse perspective.
• Innovative:
  Always looking for a better way; leads change.
• Versatile:
  Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged:
  Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

Seniority level: Entry level

Employment type: Full-time

Job function: Engineering and Information Technology

Industries: Pharmaceutical Manufacturing