Position Summary:
The Field Product Specialist (FPS) is a key technical role within the After-Sales organization. The FPS acts as the on-site product reference between the OEM, internal teams, and dealers/customers.
The FPS works directly on equipment to support technicians, diagnose complex issues, and ensure products are used and maintained according to manufacturer standards. The FPS ensures optimal equipment performance and escalates recurring issues or field deviations to the OEM to improve products and service procedures. This role also contributes to training and technically supporting dealers to reduce breakdowns, application errors, and machine downtime.
Reporting to the Regional Branch Manager, the FPS also acts as a revenue lever by promoting branch services to customers and performing billable support interventions, whether remote, on-site, or in the workshop.
Essential Functions of the Job:
1. Product Expertise & Field Support
- Act as the primary technical product reference for all assigned product lines, supporting internal teams, dealers, and strategic customers.
- Provide advanced-level technical support for complex or critical issues that cannot be resolved by first-line teams.
- Analyze complex and recurring failures using field data, service history, warranty reports, and real operating conditions.
- Actively participate in high-value field interventions.
- Standardize service and field intervention best practices in collaboration with internal teams and the OEM.
- Serve as a field technical coach by supporting less experienced technicians during complex interventions to raise the overall skill level of the network.
- Participate in on-site interventions when required or support technical teams during peak demand periods.
2. Field ↔ OEM / Engineering Interface
- Collect, analyze, and structure field feedback (failures, usage patterns, real operating conditions)
- Collaborate with the OEM and engineering teams to:
- Identify root causes
- Propose corrective actions
- Contribute to product improvements
- Participate in the validation and deployment of service bulletins, technical campaigns, and product updates
3. Training & Skills Development
- Design and deliver technical training:
- For internal technicians
- For dealers
- Contribute to the development of training materials (guides, procedures, presentations)
- Support the technical onboarding of new technicians
4. Quality, Reliability & Warranty
- Participate in the analysis of complex warranty cases
- Contribute to warranty cost reduction through:
- Improved diagnostics
- Prevention of recurring failures
- Support continuous improvement of service procedures
5. Commercial Development Support
- Provide technical expertise during:
- Product demonstrations
- Customer and dealer presentations
- Support sales and after-sales teams on high-value technical topics
- Identify additional sales opportunities (retrofits, upgrades, service contracts)
6. Documentation & Communication
- Contribute to the updating and standardization of:
- Technical documentation
- Service procedures
- Ensure clear and structured communication with:
- Internal teams
- Dealers
- Customers
Knowledge, Skills and Abilities (KSA’s):
- Technical or vocational diploma in mechanics, electromechanics, hydraulics, electronics or related field.
- Additional training in after-sales service, technical support, or applied engineering (asset).
- OEM certifications or manufacturer training related to motorized products, heavy equipment, or complex systems.
- Training in advanced diagnostics, failure analysis, or problem-solving methodologies (e.g. root cause analysis).
- Excellent organization skills and strong attention to details.
- Interact with end customers, dealers and internal teams.
- Ability to manage multiple priorities simultaneously in a dynamic environment.
- Experience in technical coaching and field training technicians or partners.
- Ability to simplify complex technical concepts without compromising accuracy.
- Experience or strong aptitude for train-the-trainer and field-based training approaches.
- Hands-on, pragmatic leader.
- Positive outlook with adaptability to change.
- Strong team spirit and collaborative mindset.
- Autonomous with a results-driven approach.
- Entrepreneurial mindset with the ability to scale operations.
Education and Experience:
- 5 to 10 years of field experience in after-sales service, technical support or maintenance of complex equipment.
- Demonstrated experience in snow removal equipment or snow-removal industry
- Proven experience as Senior Technician, Lead Technician, Field Service Specialist or equivalent role
- Strong experience with OEM environment or dealer network
Pay: $30.00 - $38.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Avon, NY 14414
