Position OverviewThis position plays a key role in delivering exceptional customer service and technical support by assisting customers with product inquiries, troubleshooting technical concerns, and providing effective solutions to product-related issues.
The Field Service Consultant Sr. serves as a resource for customers, providing Tier 1 and Tier 2 support through telephone, email, and chat communications. This role works closely with customers to resolve concerns related to product installation, operation, maintenance, and compatibility while ensuring a positive customer experience.
The ideal candidate will bring strong interpersonal skills, technical product knowledge, and a customer-focused approach to problem-solving. Additionally, this position supports continuous product improvement by documenting recurring technical issues, maintaining accurate customer information, and assisting with information tracking, billing, invoicing, and reporting activities.
Responsibilities- Provide advanced technical support to customers through telephone, email, and chat, addressing product inquiries, technical concerns, and service-related issues.
- Diagnose and troubleshoot complex equipment issues related to product installation, operation, maintenance, and compatibility, recommending effective corrective actions.
- Oversee equipment diagnostics, troubleshooting, service, and repair activities to ensure operational quality and customer satisfaction.
- Serve as a technical resource and company liaison for customers, collaborating with engineering, manufacturing, and internal teams to resolve complex product concerns.
- Provide customers with technical guidance and instruction on proper equipment operation, maintenance procedures, and product functionality.
- Identify, document, and track recurring technical issues, customer concerns, and product performance trends to support continuous improvement and product quality initiatives.
- Utilize advanced technical knowledge and independent judgment to resolve complex customer issues, recommend best practices, and escalate concerns when appropriate.
- Maintain accurate customer records and support administrative activities, including service documentation, information tracking, billing, invoicing, and reporting.
- Develop and maintain a thorough understanding of International Motors' policies, procedures, warranties policy, and service standards to ensure accurate guidance and consistent customer support.
- Build and maintain strong relationships with customers, dealers, and internal stakeholders to foster trust, effective communication, and timely resolution of service-related concerns.
Minimum Requirements- Bachelor's degree and at least 5 years of field service engineering, automotive service or truck service experience
- At least 1 years of lead experience
OR
- Master's degree and at least 3 years of field service engineering, automotive service or truck service experience
- At least 1 years of lead experience
OR
- At least 8 years of field service engineering, automotive service or truck service experience
- At least 1 years of lead experience
Additional Requirements- Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)
Desired Skills- Technical Troubleshooting: Strong ability to diagnose, troubleshoot, and resolve complex equipment and product-related issues, including installation, operation, maintenance, and compatibility concerns.
- Customer Service & Communication: Excellent interpersonal and communication skills with the ability to provide professional technical support through telephone, email, and chat while maintaining positive customer relationships.
- Technical Product Knowledge: Comprehensive understanding of equipment functionality, service procedures, diagnostics, and repair processes, with the ability to provide effective technical guidance.
- Problem-Solving & Critical Thinking: Demonstrated ability to independently analyze complex technical concerns, identify root causes, and recommend effective corrective actions.
- Cross-Functional Collaboration: Ability to work effectively with engineering, manufacturing, service teams, and other internal stakeholders to resolve customer concerns and improve product quality.
- Documentation & Reporting: Strong organizational skills with experience maintaining accurate service records, tracking recurring technical issues, and supporting billing, invoicing, and reporting activities.
Benefits and CompensationThis position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting https://careers.international.com/#benefits.
The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.
