About the PositionThe Field Service Specialist serves as a senior technical resource and field operations partner, providing expert support for facility startups, operational disruptions, service capacity challenges, and workforce readiness initiatives across the MHE Solutions network. This role functions as the primary escalation point for complex equipment and system issues, while delivering field-based coaching, technical guidance, and onboarding support to service technicians. The Field Service Specialist collaborates with operational leadership to enhance service performance, drive continuous improvement, and ensure operational excellence, while serving as a subject matter expert on field service processes, technologies, and business systems. This individual represents the Kenco culture and reinforces our values through everyday actions.
Functions- Coordinate operational readiness activities for new site startups, including startup budget tracking, resource deployment planning, readiness assessments, and status reporting to operational leadership.
- Monitor startup and deployment-related expenditures, ensuring compliance with approved budgets and providing reporting, analysis, and recommendations to operational leadership.
- Facilitate technician onboarding and field-based training programs in partnership with Learning & Development and operational leadership, providing subject matter expertise, field validation, and coaching support.
- Participate in technician interviews and provide technical assessments and hiring recommendations to management.
- Evaluate technical proficiency during onboarding and provide developmental feedback and readiness assessments to operational leadership.
- Provide recommendations to Operations Managers and Regional Service Managers regarding workforce readiness, technical capability gaps, process improvements, and operational efficiencies.
- Provide on-site technical leadership for facility startups, operational disruptions, and critical staffing needs, ensuring equipment readiness, technician onboarding support, business continuity, and service performance.
- Serve as the technical escalation point for complex equipment, system, and operational issues, providing advanced troubleshooting expertise, maintenance support, and reliability guidance.
- Deliver hands-on coaching, technical training, and developmental feedback to field technicians while serving as a subject matter expert on field service processes, technologies, business systems, and the Kenco Konnector program.
- Partner with Operations Managers and Regional Service Managers to assess workforce readiness, prioritize field support deployments, and identify opportunities to improve service delivery and operational efficiency.
- Build and maintain strong customer relationships by providing expert technical support and representing Kenco's service, quality, and safety standards.
- Support the Kenco Operating System (KOS) through continuous improvement initiatives, operational audits, investigations, and actions that enhance safety, inventory accuracy, equipment performance, and overall operational effectiveness.
Qualifications- High school diploma or equivalent requires, Associate degree in Industrial Maintenance, Electrical Technology, or related field preferred
- 5-8 years of experience in material handling equipment service, maintenance, or related technical field
- 2-4 years of supervisory or lead technician experience required, demonstrating ability to manage, coach, and develop technical teams
- Demonstrated expertise in troubleshooting complex mechanical, electrical, and/or automated systems
- Proven ability to train and mentor others in technical environments
- Strong working knowledge of business systems and technology platforms
- Prior experience as a trainer or lead technician preferred
- Capable working with Microsoft Excel, Word, and Outlook. Capable of setting up an iPad.
- Certified forklift operator trainer
Competencies- Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Decision Quality - Making good and timely decisions that keep the organization moving forward.
- Optimize Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
Travel Requirements- This position is expected to travel approximately 50% - 75%.
- A passport is not required, but recommended.
- Flexibility to deploy on short notice based on business needs
The approximate pay range for this job is:
$35.60 - $53.35
Benefits offered:
- Medical insurance including HSA, HRA and FSA accounts
- Supplemental insurance including critical illness, hospital indemnity, accidental injury
- Dental Insurance
- Vision Insurance
- Basic Life and Supplemental Life
- Short Term and Long Term Disability
- Paid Parental Leave
- 401(k)
- Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment)
- Employer Paid Holidays- 10 days
Kenco strives to provide a supportive, professional environment for all employees. As a part of Kenco, we expect our team to uphold our three key pillars: be honest, serve, and get better. Each should strive for operational excellence, pursue innovation, and want to grow with our company.
