Field Service Specialist

SUMMARY: Our Company provides remote support for seniors and adults with developmental disabilities. As a Field Service Specialist, you report to a Field Service Manager or the Senior Manager of Field Service and cultivate new and existing customer accounts for the purpose of maximizing Client satisfaction and revenue to the company. This position requires significant travel and ability to work independently.

ESSENTIAL DUTIES AND RESPONSIBILITIES including, but not limited to:

• Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our Clients.
• Plan, manage and perform installations as assigned. Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and Client requirements.
• Perform preventative/routine maintenance or field dispatch service on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair network and other hardware and software issues. Advise management when response time objectives cannot be met. Retain ownership of all customer problems through resolution to our Clients' satisfaction.
• If assigned Client site management, keep management and sales staff aware of all developments at the site. Keep Clients fully satisfied by keeping them informed as to your activities when on site and/or working on their behalf on site.
• The ability to work with clients exhibiting a wide range of difficult behaviors such as making inappropriate comments, exhibiting extreme anger, or using socially inappropriate language.
• Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information. Demonstrate commitment to continuous learning by renovating knowledge and skills through internal and external learning.
• Have direct interaction with Clients to build relationships, establish communications and promote SafeinHome.

• Manage all aspects of your home visits, including, but not limited to:

• Contact client to schedule home visits by Field Service.

• Plan, manage, and coordinate your home visits on the shared calendar.

• Check that you have equipment in stock before visit date.

• Obtain all necessary client, guardian, and direct support staff signatures, as necessary, on training forms, consent forms, and other forms that may be necessary for your state or region.

• Record mileage and time it for each client engagement.

• Report equipment inventory levels to a Senior Field Service Specialist or your manager, as needed.

• Help maintain proper information in all systems used to store customer information, including, but not limited to:

• Monitor Zoho for