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Field Support Specialist
3 months ago
Job Overview
As a Field Support Specialist, you will play a crucial role in ensuring the successful installation and operational efficiency of the 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 branch facilities.
- Support the implementation of the Auto Positioning System and Auto Fence on VNA trucks.
- Conduct training sessions for customers on the InfoLink application and its various modules.
- Diagnose and resolve software and hardware issues related to InfoLink.
- Collaborate with the Insite Support Manager on field testing and ongoing technical challenges.
- Advise customers on the necessary wifi infrastructure for optimal performance.
- Assist branch and field service technicians during customer installations.
- Provide continuous customer support to investigate, research, and resolve issues, ensuring customer satisfaction and fostering aftermarket opportunities.
- Generate and submit reports to Crown management as needed.
- Help manage 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 such as 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 essential, though formal qualifications are not mandatory.
- Basic computer and IT skills, along with technical experience in the lift truck sector, are preferred.
- Strong interpersonal skills are necessary to effectively communicate with customers and various internal teams.
- Self-motivation and the ability to present in front of small to medium-sized groups are important for this role.
- This position may require travel and occasional overnight stays.
Working Hours:
Monday to Friday, totaling 37 hours per week, with potential for additional hours as needed.
Compensation and Benefits:
We offer a competitive salary, a company vehicle during the initial probation period, and a fuel card with private mileage benefits (subject to tax regulations). Employees are entitled to 25 days of annual leave, a company pension plan, and various social benefits, including:
- Company car with private use (subject to tax regulations).
- Access to a comprehensive discount scheme with leading UK brands.
- Childcare voucher program.
- Employee assistance program.
