Field Service Specialist II

Field Service Specialist

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Using the Technology of Movement, Ergotron builds products and custom solutions that help people feel a new sense of energy in healthcare, industrial and office settings, both at home and on-site.

The Field Service Specialist is responsible for providing technical support, installation, maintenance, and repair of Ergotron equipment at customer site. This role requires strong technical skills, excellent customer service, and the ability to troubleshoot and resolve issues in a timely manner. The specialist will work closely with customers to ensure optimal performance and satisfaction with all Ergotron branded products.

Position Responsibilities:

• Perform on-site installations, maintenance, and repairs of Ergotron equipment.
• Diagnose and troubleshoot equipment malfunctions, providing effective solutions to restore functionality.
• Fulfill paid for service, including regular inspections and preventive maintenance on equipment to ensure peak performance.
• Document service visits, including repairs performed and parts used, in the company's service management system.
• Maintain timely and accurate expense reporting and submissions.
• Respond to customer inquiries and issues promptly and professionally.
• If applicable, maintain a well-stocked van inventory of necessary parts and tools for service calls.
• Effectively manage time tracking as outlined in policy stated in employee resource guide.
• Travel to customer locations as assigned, travel up to 100% is required.
• If applicable, assist in managing the relationship with customer for assigned account(s).
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
• Additional duties as requested.
• Supports "Lean Business Enterprise" initiatives for continuous process improvement and waste elimination.

Position Requirements (Knowledge and Experience):

Associates of Arts (AA) or Bachelors in BS/BA Degree in Business Administration, Computer Science, or related field preferred.

2-5 years experience in field service or technical support roles.

Strong mechanical and electrical troubleshooting skills.

Experience with electronic testing equipment (multimeters, etc.)

Excellent communication and interpersonal skills.

In healthcare environment, required to adhere to all site level vaccine and screening requirements.

Ability to work independently and manage time effectively.

Proficient in Microsoft Office (including Excel, PowerPoint and Outlook), ERP and Salesforce.

Must be able to perform the physical requirements of the job as described to you for the position.

Valid driver's license with safe driving record.

Benefits:

• Being able to solve complex problems within a passion-filled environment is rewarded by a comprehensive and competitive benefits package, allowing for work and life balance.
• At Ergotron, we are committed to moving you forward with leading benefits and reward programs. Beyond a fast-paced, innovative work environment, we offer a comprehensive and competitive pay and benefits package, including but not limited to; medical, dental, vision, life, disability, tuition reimbursement, 401k with match, and an Employee Assistance Program (EAP).
• We work hard and we recharge. With five weeks of Paid Time Off (PTO), eleven paid holidays. our employees have ample time throughout the year to spend with family and friends, traveling or relaxing.
• We are proud to support our employees and their growing families by offering ten weeks of paid maternity leave, four weeks of paid paternity leave, and three days of paid grandparents leave.
• Both our newest and our most tenured employees are formally recognized. Our career milestones program ensures that our new team members feel welcome and rewards employees at five years, ten years, fifteen years and beyond.

ONE Core Values:

• Customer-Centric Innovation
• Built to Last
• Always Improving
• Integrity