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 Account equipment accuracy.
- Ensure that Account addresses and proper provider (internet, cellular, etc.) account info is in Zoho.
- Ensure that client account Keeper data is correct.
- Review provider account reports and reconcile against Zoho info (addresses, provider account info, active/inactive accounts, etc.).
- If requested, help manage equipment inventory for your territory (in the shared master spreadsheet, and in Zoho).
- Accurately complete all data entry activities including expense reports and entry into corporate systems as defined by Field Service and Operations procedures. Handle all communications with external and internal parties as defined by Field Service and Operations procedures. Ensure all required paperwork and Client signatures are attached. All entry will be done within timelines set by the Company.
- Participate in the research and subsequent vetting of proposed new technologies to the SafeinHome system.
- Identify and suggest new device ideas.
- Identify and suggest ideas to improve processes.
- Other duties may be assigned as decided by your Field Service Manager, the Senior Manager of Field Service, or the SVP of Operations.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and work a minimum of full-time equivalent hours during standard business hours.
- Must have the ability to assess and understand the functions of sensors, cameras, and other equipment so as to develop an optimal in-home solution proposal for seniors and persons with developmental disabilities.
- Ability to work both independently and with our sales team.
- Capability to work in environments that may contain dust, dirt, noise, insects and cleaning solutions.
- Must have the ability to work in a variety ‘home environments’ (each Client’s home will be different, some more challenging to work in than others).
- 1-4 years of relevant service experience performing site assessments, installations, repairs and ongoing customer management.
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS & ABILITIES: Employee must have the ability to use Microsoft Desktop Operating Systems, MS Word & Excel, Microsoft & other Server Operating Systems, active directory, web browsers, mobile, laptop or desktop technologies, etc. Employee must have the ability to articulate a clear solution-oriented message to Clients, Guardians, Case Managers, State employees, HPC employees & to employees of the Company. Employee must have the ability to clearly communicate Client needs to the technical and product development teams as needed. Employee must have the ability to perform work in various living environments as indicated by the Client environment. Employee Must have the ability to use:
IT tools, ability to connect IoT (internet of things) devices to home networks, to operate both power & hand tools to facilitate installations of equipment; the ability to work safely with 120v AC; the ability to perform work in elevated places (i.e. roofs, utility poles, attics, crawl spaces, etc.) and the ability to work safely around power lines and electrical equipment.
Employee must have the ability to handle and manage stressful situations and the ability to escalate, as appropriate, issues that require either input from management, or delegate, as appropriate, issues that are better handled through other Company employees, as necessary, or prescribed by Company policies & procedures and/or Managers of the Company.
BEHAVIORAL COMPETENCIES: Employee must exhibit excellent employee and client relationship management and overall communication skills. Employee must be able to follow specific direction by any Senior Company Manager without making repeated mistakes, significant errors in good judgement and without requiring multiple, repeated re-training. Employee must have the ability to deliver required results with high levels of client satisfaction.
Employee must exhibit personal confidence, be responsible, dependable, punctual, realistic, positive, flexible, efficient, patient, and methodical, have strong interpersonal and communication skills, be able to work independently, have neat and clean work habits, and have excellent documentation and organizational skills.
TRAVEL REQUIREMENT: Extensive (up to 75% of work time & occasional overnight) travel around the state is required. Occasional travel outside the state may be required.
OTHER REQUIREMENTS: Must be a legal U.S. resident, hold a valid driver’s license and have a driving record showing zero felony convictions and less than three moving violations in the previous three years.
The individual must be able to pass a state and federal criminal background check and relevant financial background checks, agree to inform the company of any subsequent arrests, and submit to additional background checks when required by any relevant agency or on the request of the Company for any reason or as may be required from time-to-time.
Job Type: Full-time
Pay: $58,656.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have experience with setting up or installing smart home tech such as, cameras, smart sensors, configuring tablets, SmartThings or HomeAssistant?
Willingness to travel:
Work Location: On the road
