Field Services Specialist

POSITION OVERVIEW

The Field Services Specialist 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.  This role will work closely with our Sales, Customer Relationship Manager, and other internal customer facing 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. 

Candidate is expected to be within a reasonable commute to the Montréal-Pierre Elliott Trudeau International Airport (YUL).

RESPONSIBILITIES AND DELIVERABLES

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 of customers requiring recurring service visits. Leads intermediate operational level training for all Industrial Scientific products and services in a classroom environment (remotely and on-site) Conducts on-site troubleshooting, repair, and error/technical issue solutions for Industrial Scientific products, services, and accessories Identifies opportunities for wallet share expansion and new business while working with our customers Delivers on-site demonstrations and product/service application identification support Exercises sound judgement 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 a timely resolution and may be assigned specific customer accounts to own and proactively manage Proactively engages with Field Services team members and other teams within the organization to share lessons learned, best practices, suggest product/service improvements, and to expand own knowledge base to drive continuous improvement of the role and processes

 

ORGANIZATIONAL ALIGNMENT

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

 

QUALIFICATIONS

SKILLS & WORK TRAITS

Willingness to travel up to 75% of the time (business days, home nearly all weekends) Bi-lingual proficiency (English and French) Superior teamwork skills Excellent analytical and problem-solving skills combined with the ability to provide timely resolution to problems Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences Enthusiasm for continuous improvement Demonstrable success in thinking strategically, executing tactically, and providing consistent and high levels of customer satisfaction 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™, Salesforce.com, and Jira  Certifications/credentials:  Technical Training or Certificate program ex: TWIC, DISA, Confined Space Access Certification, MSHA Certification Ability to effectively engage in high level self-directed time management and prioritization of workload

 

REQUIRED

Ability to obtain a passport and all other required documents (drivers license, etc.) for domestic and occasional international travel Two years field service/support work experience

 

PREFERRED 

Demonstratable success in identifying new business/upsell opportunities

 

TECHNICAL COMPETENCIES

Highly competent in troubleshooting electronic devices  Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software Familiarity with computer networking, Microsoft Server, Static, and Dynamic IP addressing

 

EDUCATION

Bachelor’s Degree or equivalent work experience

 

COMPANY OVERVIEW

(Automatically populated via Taleo and Greenhouse)

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.