Field Service Specialist

Less than 5 years experience  •  Manufacturing

Salary depends on experience
Posted on 04/19/18
San Diego, CA
Less than 5 years experience
Manufacturing
Salary depends on experience
Posted on 04/19/18

The Field Services Specialist is responsible for allocating resources to support new product Beta and other critical installation activities for the Lytx Field Services team. This role will require coordination and collaboration with various parties to ensure project scope is defined and all data points are captured, ensuring that projects are properly setup in Salesforce for tracking of resources and utilization of dashboards for visibility and reporting. This person will need to utilize their problem-solving skills to determine if the resource request can be met based on current schedules and resource availability/competency. Some analysis will be required in reporting specific Field Service metrics such as: percentage of time traveled, cost recovery when applicable, etc. This role will work closely with the ISS/PM/CSC teams and will require communication and coordination with clients (on occasion), especially for new product Beta installations.

Key Duties & Responsibilities:

 

  • Successful coordination of Lytx internal resources and activities surrounding technical installation projects
  • Field and vet requests for key internal technical installation resources (i.e., the Field Services team)
  • Maintain schedules and track availability for the Field Services team of resources
  • Work with internal teams to understand requests for resources and define scope of work
  • Determine alignment of project complexity to resource competency
  • Confirm availability and schedule resources. Manage the resource plan.
  • Ensure all project scope/details are provided to scheduled resources
  • Communicate and coordinate with Clients as needed
  • Follow up on post installation activity, ensuring reports are completed as needed
  • Track and coordinate installation-related issues, follow up with appropriate parties to ensure accurate and timely resolution
  • Monitor and report performance against planned installation activities
  • Act as secondary escalation point for the Field Services team (ISS is primary escalation point)
  • Consult with Field Service Engineering team on First Article requirements, scheduling resources to support as needed
  • Assist with First Articles collection, compiling and maintaining documentation as needed
  • Other duties as assigned

Education, Experience & Qualifications:

  • Bachelor’s Degree or equivalent work experience
  • 3-5 years relevant experience in project level planning and coordination
  • 1-3 years in a client facing role
  • Strong proficiency with Microsoft Office applications including Word, Excel and PowerPoint
  • Experience and understanding of CRM applications, SalesForcepreferred
  • Experience with report writing skills in SalesForce a plus
  • Strong oral and written communication skills
  • Strong client service skills
  • Excellent problem resolution skills
  • Well-organized with attention to detail
  • Team oriented

  • 1060-042
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