Field Support Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Crown Lift Trucks Ltd Full time


Field Support Specialist
  • Full Time
  • Location: Southern Region
  • Experience Required
Position Overview

ROLE OBJECTIVE

As a Field Support Specialist, you will play a crucial role in the deployment and maintenance of Crown's InfoLink Fleet Management system across various models, ensuring seamless integration and customer satisfaction.

KEY RESPONSIBILITIES

  • Oversee the implementation and support of Crown's InfoLink Fleet Management solution on both Crown and non-Crown equipment.
  • Facilitate training sessions for clients on the InfoLink application and its various modules.
  • Diagnose and resolve software and hardware issues efficiently.
  • Collaborate with the Technology & VNA Manager to conduct field tests and address ongoing technical challenges.
  • Advise clients on their WiFi infrastructure needs to optimize system performance.
  • Assist service technicians during customer installations and provide ongoing support to enhance customer retention.
  • Compile and present reports to management as needed.
  • Maintain accurate records of retrofits and other database management tasks.
  • Engage with various departments such as Sales, Service, and Aftermarket Support to ensure cohesive operations.
  • Promote the onboarding process of InfoLink through effective customer benchmarking.

CORE TASKS

The following tasks outline the expectations for this role, with flexibility for additional responsibilities as they arise:

InfoLink/APS/Auto Fence Installations

  • Collaborate with clients to determine implementation requirements and support agreements, including WiFi considerations.
  • Implement InfoLink solutions, upload necessary data, and customize settings to align with client needs.
  • Provide comprehensive training for administrators and users on system functionalities.
  • Assist with hardware installations and ensure thorough testing before system launch.

Customer Support

Deliver direct assistance to clients and internal teams regarding InfoLink software, database management, and troubleshooting.

Ongoing Client Engagement

Maintain strong relationships with clients post-installation, offering technical support and presenting regular business review reports to foster continued engagement.

Sales Support

Support sales teams by facilitating customer trials and participating in presentations as needed.

Management Assistance

Provide management with updates on installations and overall system performance.

This role may occasionally require involvement in additional tasks as determined by the escalation process, ensuring efficient support for our field technicians.

About Crown Lift Trucks Ltd

Crown Lift Trucks Ltd is a leader in the material handling industry, recognized for our innovative design and engineering of electric lift trucks. Our commitment to quality and performance is reflected in our diverse range of products, from pallet trucks to advanced VNA trucks.

At Crown, we believe in investing in our employees, fostering a culture of teamwork and excellence. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth.

Candidate Profile

Essential Qualifications:

  • Basic understanding of mathematics and literacy skills.
  • Preferred experience in the lift truck industry with some technical field knowledge.
  • Strong interpersonal skills for effective communication with clients and internal teams.
  • Self-motivated with the ability to present to small groups.
  • Willingness to travel as required.

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