Alliance Laundry Systems
National Field Service Specialist
Alliance Laundry Systems, Ripon, Wisconsin, United States, 54971
Overview
The National Field Service Specialist acts on behalf of Alliance Laundry Systems to provide service guidance and support for customers across North America and will be based out of Ripon, WI. This role is expected to support the current Field Service Management team with addressing service issues and provide service training.
Responsibilities
Provide a high level of customer support to all ALS distributors and route operators while conforming to established policies and procedures
Effectively communicate best practice concepts to improve, prevent and/or solve customer service issues (i.e., internal operating procedures, product service tools and techniques, customer relations, product issues, etc.)
Objectively audit a customer’s service capabilities, including the number of technicians for assigned market(s), warranty performance, use of required and preferred tooling, and parts availability for products supported
Work in conjunction with Regional Sales Managers and other support functions to maintain continuity of communication, acting as one part of a wider customer support team
Using available technology, coach and assist technicians, as needed, on difficult to solve issues
Participate as instructors in Master Technician training events hosted at the factory while also conducting quarterly field product training schools at customer locations for ALS distributors and route operators
Follow quality reporting processes to route concerns through to Quality Assurance Specialists for priority handling
As needed, and at the request of the Quality Assurance Specialist, assist in the mitigation of high priority product issues as they arise
Provide trip reports to document visit details including objectives, feedback, and outcomes of each interaction, with special emphasis on identifying potential product problems, and activities of competitors
Complete travel expense reports in a timely manner as required in the policy
Qualifications Education & Experience:
High school diploma or equivalent is required; secondary technical degree in a relevant field is preferred.
At least 1 year of experience with Alliance Laundry Systems commercial equipment is preferred
Past service experience is a plus
Proven familiarity with electrical diagnostics, including ability to read electrical diagrams/illustrations
Skills and Abilities:
Strong technical aptitude
Hands on contributor with strong written and verbal communication skills
Proficient using Microsoft Office programs, such as Excel, Outlook, Power Point, MS Teams and Word
Demonstrated ability to use app-based tools for communication, such as Facetime, Zoom, MS Teams
Capable of scheduling and maintaining workflow using calendars, maps, travel tools, expense systems, and time management planning
Bi-lingual, English & Spanish-speaking is highly desirable
Strong written and verbal communication skills, with the ability to speak in front of large groups
Travel
Ability to travel up to 50% of the time and adapt to changing work schedules
Position may require travel to Canada
Standard and Physical Requirements
Position involves sitting long periods, standing, manual dexterity, stooping, and bending
Ability to lift and maneuver 50 lbs. on a regular basis
Must reside within assigned geographic market with reasonable access to major airports
Candidate must have a valid passport or be able to obtain a passport
Alliance Team Members Demonstrate DRIVE:
Dedicated: Follows through on commitments. Strong say/do.
Respectful: Acts with integrity and values diverse perspective.
Innovative: Always looking for a better way; leads change.
Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.
EEO We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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Responsibilities
Provide a high level of customer support to all ALS distributors and route operators while conforming to established policies and procedures
Effectively communicate best practice concepts to improve, prevent and/or solve customer service issues (i.e., internal operating procedures, product service tools and techniques, customer relations, product issues, etc.)
Objectively audit a customer’s service capabilities, including the number of technicians for assigned market(s), warranty performance, use of required and preferred tooling, and parts availability for products supported
Work in conjunction with Regional Sales Managers and other support functions to maintain continuity of communication, acting as one part of a wider customer support team
Using available technology, coach and assist technicians, as needed, on difficult to solve issues
Participate as instructors in Master Technician training events hosted at the factory while also conducting quarterly field product training schools at customer locations for ALS distributors and route operators
Follow quality reporting processes to route concerns through to Quality Assurance Specialists for priority handling
As needed, and at the request of the Quality Assurance Specialist, assist in the mitigation of high priority product issues as they arise
Provide trip reports to document visit details including objectives, feedback, and outcomes of each interaction, with special emphasis on identifying potential product problems, and activities of competitors
Complete travel expense reports in a timely manner as required in the policy
Qualifications Education & Experience:
High school diploma or equivalent is required; secondary technical degree in a relevant field is preferred.
At least 1 year of experience with Alliance Laundry Systems commercial equipment is preferred
Past service experience is a plus
Proven familiarity with electrical diagnostics, including ability to read electrical diagrams/illustrations
Skills and Abilities:
Strong technical aptitude
Hands on contributor with strong written and verbal communication skills
Proficient using Microsoft Office programs, such as Excel, Outlook, Power Point, MS Teams and Word
Demonstrated ability to use app-based tools for communication, such as Facetime, Zoom, MS Teams
Capable of scheduling and maintaining workflow using calendars, maps, travel tools, expense systems, and time management planning
Bi-lingual, English & Spanish-speaking is highly desirable
Strong written and verbal communication skills, with the ability to speak in front of large groups
Travel
Ability to travel up to 50% of the time and adapt to changing work schedules
Position may require travel to Canada
Standard and Physical Requirements
Position involves sitting long periods, standing, manual dexterity, stooping, and bending
Ability to lift and maneuver 50 lbs. on a regular basis
Must reside within assigned geographic market with reasonable access to major airports
Candidate must have a valid passport or be able to obtain a passport
Alliance Team Members Demonstrate DRIVE:
Dedicated: Follows through on commitments. Strong say/do.
Respectful: Acts with integrity and values diverse perspective.
Innovative: Always looking for a better way; leads change.
Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.
EEO We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#J-18808-Ljbffr