Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment. Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.
OverviewThe Field Service Technician is responsible for inspecting, updating, and installing company product at the customer site on an as needed basis. They will assist in maintaining solid customer relations through quality installations, excellent customer service, and superb problem-solving skills. They work closely with sales and office personnel to ensure quality in their district.
Responsibilities Handle all facets of the customer’s field service experience in dedicated territoryPromptly incorporate all new processes and knowledge into daily workflowsWork Order RequestsConduct installations and warranty repairs for all existing and new Humanscale products Identify, analyze, and solve problemsRespond to all customer requests and complaints in a courteous, professional, and caring mannerEnsure that all customers feel they are a priorityProvide education to the customerPerform at a high level of accuracy and productivity without sacrificing qualityFollow all company and customer safety rules, including maintaining a safe, clean, and orderly work areaMaintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the companyUnderstand how installations and warranty repairs are conducted for all existing and new Humanscale productsPerform large, strategic installation projects, acting as liaison between the customer, dealer, sales, administrators, and operations personnelDocument customer work performed and maintain accurate recordsCommunicate additional needs for any open requestsClose completed requestsReport Defects/QC Customer ComplaintsSubmit defect reports as neededShare information not only with peer teams but also with the leadership team to facilitate effortless and transparent experiencesOffice ProjectsOffice support for mockups and installationInventory management such as placing orders for stock, put stock away, and pull stock to stage for warranty or installation workComplete reporting for supervisor assigned tasksMaintain comprehensive knowledge of all existing and new Humanscale productsDemonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, sales, management, and other co-workersMay be Involved in large escalations, including calls with the customer, and answer any questions that may arise Ensure the Humanscale brand is reflected at each touchpoint of the processAttend all company training and meetings as scheduledMaintain a clean and professional personal appearanceAdhere to Humanscale procedures and departmental standard operating processesBe a catalyst for continuous improvement Prevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root causeProactively suggest solutions based on past resolutions and experience Resolve issues to not only address the immediate issue, but also incorporate resolutions at a root cause level Qualifications Two years of related experience or trainingHigh school diploma or equivalentSales and/or Customer Service experience Communicate effectively verbally and in writingDemonstrate the ability to work under pressureQuick learner and problem solver; able to seek out solutions autonomouslyAble to decipher ambiguous situations and identify the proper pathStrong time-management and organizational skillsRobust documentations skillsProven ability to partner with others to accomplish goalsAbility to remain focused with interruptions and return to task quicklyAbility to summarize a lot of information into a few bulletsAbility to pay for gas, parking, and parking meters up front and submit for reimbursementValid driver’s license and automobile insuranceAdequate transportation for transporting product and equipment within the designated geographic area (for NYC – preferred, but not required).Ability to perform work outside of the office either at customer sites and/or other officesMust be able to lift, push and pull 60 pounds and maneuver any single package weighting up to 151 pounds with appropriate equipmentMust be able to do repetitive bending and stretchingMust be able to stand on feet for long periods of timeMust be able to use hand tools throughout the workday weighing approximately 5-10 poundsMust be able to drive throughout the workday
COMPUTER SKILLS
Basic proficiency in MS Office
Benefits
Competitive salaryMedical Benefits (Medical, Dental, Vision)HSA, Medical FSA, Limited FSA, Dependent Care FSA, Commuter BenefitsMedical DiscountsAncillary BenefitsAccident, Critical Illness, Hospital InsuranceBasic Life and AD&D, Voluntary, Spouse, and Child Life InsuranceHealth AdvocatesEAP, Complementary Life and Short-Term DisabilityPet InsuranceEmployee Discount Programs401k with Employer matching (Pre-Tax and Roth)100% VestedPaid time off (including 15 PTO days and ~10 holidays)Maternity PTOHumanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)
Hourly Range: $22.35-$32.61
Please note that the salary information is a general guideline. Humanscale considers other factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market location and business considerations when extending an offer.
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