The Field Service Specialist/Manager trains the service partners and their sub-agents as well as customer-sponsored individuals and is the key link for all service needs from the sales organization in the assigned territory.

The RTM is the service ambassador representing our client in a professional manner at all times for all Key Accounts. Key Accounts are defined as a customer who has 50+ locations nationally. Remote support can be provided to some national accounts.

EDUCATION and/or EXPERIENCE:

• Associates/Bachelor's degree in Electronics from an accredited college or university; or equivalent combination of education and relevant experience. Required to attend training classes at our client as needed.

• Ability to effectively communicate both verbally and in writing, technical details concerning our clients equipment, accesories, consumables and spare parts to support customers, internal staff and business partners.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical

• Ability to effectively present information and respond to questions from groups of managers, clients, procedures or governmental regulations. customers and general public.

• Ability to write reports, business correspondence and procedure manuals. customers, and the general public.

• Ability to travel to USA, and across Canada (20%).

Your responsibilities will be:

• Interview, hire negotiate contracts for new Service partners (Maintenance Service Partners) as needed.

• Assisting in planning, directing and assigning the goals as it relates to service organization including inventory management, first time rate, and resolution time.

• Provide communication back to the Service Partners on their performance to ensure they can take the appropriate action to meet the needs of our customers.

• Prepares monthly territory reports and travel/calendar itineraries in a timely manner.

• Review and approve service partner warranty invoices and ensure invoices are processed in a timely manner.
• Administer field and in-house training sessions to train service partners on:
• Equipment (Hardware and software), accessories, and consumables
• Warranty process and expectations
• Perform necessary tasks to ensure the companys owned inventory is operational and is available for sale or used in training.
• Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing professional customer service.
• Supporting sales process including End Users, Equipment Dealers, Manufacturers Representative, Regional Sles Manager and Regional Sales Directors.
• Provide back-up support to other territories when needed.