About the position
The Field Specialist I provides technical service support over the phone in a call center environment, assisting dealers, field technicians, VARs, OEMs, and end users. This role focuses on identifying, diagnosing, and resolving issues with electro/mechanical equipment, computer hardware, and software applications to ensure high levels of customer satisfaction. Using advanced diagnostic tools, schematics, and technical resources, the specialist evaluates customer issues and guides them through effective resolutions. In some cases, this may include replicating issues in a test lab environment. Additionally, the role may involve providing pre-sales technical support and guidance to the sales team by assessing customer environments and application needs.
Responsibilities
- Respond promptly and professionally to support requests via phone, voicemail, or email
- Diagnose issues, provide technical assistance, and document all activities in the support database
- Monitor communication channels and escalate unresolved or complex cases when needed
- Develop hardware/software solutions for moderate technical problems
- Maintain and update product documentation and knowledge base resources
- Conduct lab testing to replicate customer issues and ensure accuracy in diagnosis
- Repair and maintain lab equipment, providing installation and setup guidance to team members
- Participate in recurring issue testing and documentation development (e.g., field bulletins)
- Complete training assignments and assist in developing internal training content
- Maintain company-issued equipment, including laptops and tools
- Perform other duties as assigned
Requirements
- High school diploma or equivalent required
- Bachelor’s degree, technical school, or equivalent electronics training preferred
- 5+ years of relevant experience in service repair and maintenance
- 1+ year in a Product Support Specialist or equivalent technical support role
- At least two certifications required: HDI Customer Service Representative, CompTIA A+, CompTIA Network+
Nice-to-haves
- Additional certifications may include: CNA, CNE, MCP, MCSE, CDIA+, etc.
