Field Support Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Crown Full time

Job Overview

As a Field Support Specialist, you will play a crucial role in ensuring the successful implementation and operation of the InfoLink product across various models, both in the field and at our service locations.

Key Responsibilities:

  • Oversee the installation, configuration, and commissioning of the InfoLink system on both Crown and non-Crown lift trucks.
  • Support the deployment of the Auto Positioning System and Auto Fence on VNA trucks.
  • Conduct training sessions for customers on the effective use and management of the InfoLink application and its modules.
  • Troubleshoot and resolve issues related to InfoLink software and hardware.
  • Collaborate with the Insite Support Manager to conduct field tests and address ongoing challenges.
  • Advise customers on their wifi infrastructure needs to optimize performance.
  • Assist branch and field service technicians during customer installations.
  • Provide continuous support to customers, investigating and resolving issues to enhance customer satisfaction and retention.
  • Prepare 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, 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 basic understanding of mathematics and literacy is essential, although formal qualifications are not required.
  • Preferred candidates will have some IT skills and technical experience in the lift truck industry.
  • Strong interpersonal skills are necessary for effective communication with customers and internal teams.
  • Self-motivation and comfort in presenting to small to medium-sized groups are important.
  • This role requires travel and occasional overnight stays.

Employment Details:

Working Hours: Monday to Friday, 37 hours per week, with potential for additional hours as needed.

Compensation: Competitive salary.

Company Vehicle: Access to a pool car during the initial probationary period.

Benefits:

  • 25 days of annual leave plus public holidays.
  • Participation in a company pension plan.
  • Access to a discount scheme featuring benefits from major UK brands.
  • Childcare voucher program.
  • Employee assistance program.

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