Field Support Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Crown Full time

Job Overview

We are seeking a dedicated Field Support Specialist to join our team at Crown. This role is pivotal in ensuring the successful implementation and ongoing support of our InfoLink product across various models.

Key Responsibilities:

  • Oversee the installation, configuration, and commissioning of the InfoLink system on both Crown and non-Crown equipment, whether in the field or at local facilities.
  • Assist in the deployment of the Auto Positioning System and Auto Fence on VNA trucks.
  • Provide comprehensive training to clients on the InfoLink application and its various modules.
  • Diagnose and resolve software and hardware issues related to InfoLink.
  • Work closely with the Insite Support Manager to conduct field tests and address ongoing challenges.
  • Advise customers on their wifi infrastructure needs.
  • Support branch and field service technicians during customer installations.
  • Deliver continuous customer support to investigate, research, and resolve issues, fostering customer loyalty and identifying aftermarket opportunities.
  • Compile and present reports to Crown management as necessary.
  • Assist in managing databases, including tracking retrofits on non-Crown models.
  • Coordinate with various departments related to InfoLink, including Sales, Sales Administration, Parts, Service, and Aftermarket Support.
  • Encourage the adoption of InfoLink through tools like Customer Benchmarking reports.

Reporting Structure:

This position reports directly to the Technology & VNA Sales Manager.

Candidate Profile:

Essential Skills:

  • A foundational understanding of mathematics and literacy is required, though formal qualifications are not mandatory.
  • Proficiency in computer/IT skills and prior technical experience in the lift truck sector are advantageous.
  • Strong interpersonal skills are essential for effective communication with customers and internal teams.
  • Self-motivation and comfort in presenting to small to medium-sized groups are necessary attributes.
  • This role involves travel and occasional overnight stays.

Work Schedule:

Standard working hours are Monday to Friday, totaling 37 hours per week, with potential for additional hours as required.

Compensation and Benefits:

We offer a competitive salary along with a company vehicle for the initial probationary period, including a fuel card with private mileage benefits (subject to tax regulations). Additional benefits include:

  • 25 days of annual leave plus public holidays.
  • A comprehensive company pension plan.
  • Access to an excellent discount scheme featuring perks from leading UK brands.
  • Childcare voucher program.
  • Employee assistance program.

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