Field Support Specialist

Field Support Specialist

Reports to: Director of Business Development

Leadership Scope: Individual Contributor

Company Info:

With a heritage of nearly 120 years, we aren't just a company; we are a brand of trust. But more than anything, we are a collection of individuals who, together, give Grote Industries a decisive competitive advantage. At Grote, our shared vision is clear to meet the needs of the customers we serve. We accomplish that mission every day by following a set of core values that makes us who we are.

Innovation has been the hallmark of Grote Industries from the start. From durable, easy to see stop lights to the latest in LED lighting technology, Grote has been leading the way in advanced vehicle system solutions from early in the last century right up to today. With these innovations, Grote has helped millions of people throughout North America and the world benefit from the innovation and design excellence of Grote products.

Position Summary:

The Field Support Specialist is a critical customer-facing role within Grote Networks the advanced technologies and telematics division of Grote Industries. This individual is responsible for the hands-on installation, commissioning, troubleshooting, and maintenance of Grote Networks' next-generation semi-trailer connectivity and telematics systems at customer locations across North America.

This role serves as the face of Grote Networks in the field, directly representing the brand during customer onboarding and ongoing support engagements. The Field Support Specialist works independently and alongside internal teams to ensure every installation and field service interaction delivers a best-in-class customer experience. This position requires deep technical aptitude across vehicle electrical systems, rugged mobile computing hardware, and connectivity infrastructure, combined with strong communication skills to effectively engage fleet operators, technicians, and site managers.

This is a high-travel, field-based role requiring flexibility, self-direction, and a customer-first mindset. The ideal candidate is a technically skilled problem solver who takes pride in precision workmanship and proactive communication.

Position Duties:

Installation & Field Deployment:

• Install and commission Grote Networks hardware on commercial vehicles, including trailer connectivity units, sensors, power systems, and mounting assemblies at customer fleet locations.
• Lead and oversee pilot installations for new customer engagements, ensuring systems are deployed correctly and meet all technical and operational specifications.
• Conduct pre-installation site surveys and vehicle assessments to plan and document installation requirements.
• Follow and enforce documented installation protocols, wiring diagrams, and assembly procedures to ensure consistency and quality across all deployments.

Technical Support & Troubleshooting:

• Provide on-site technical support and diagnostics for current and prospective customers, resolving hardware, electrical, and connectivity issues efficiently.
• Respond to emergency field repair requests with minimal notice, including the potential for interstate travel and non-standard hours.
• Perform systematic troubleshooting of vehicle wiring, harnesses, power systems, and hardware components using both diagnostic tools and written protocols.
• Collaborate with the Customer Support and Engineering teams to escalate complex issues, share field findings, and contribute to troubleshooting best practices.

Customer Engagement & Onboarding:

• Serve as the primary on-site technical contact during customer onboardings, clearly communicating installation progress, system operation, and next steps.
• Assess customer needs and concerns directly in the field and work to resolve them promptly or route them to the appropriate internal team.
• Build positive relationships with fleet operators, maintenance supervisors, and site personnel to foster trust and confidence in Grote Networks' solutions.

Documentation & Knowledge Sharing:

• Create detailed, accurate field reports documenting installation activities, service events, issues encountered, and resolutions provided.
• Contribute to the development and continuous improvement of installation guides, diagnostic procedures, and troubleshooting documentation.
• Communicate customer needs, recurring field issues, and product improvement opportunities to internal stakeholders including Engineering and Product teams.

Key Characteristics for Success:

• Technically rigorous and detail-oriented takes pride in precise, quality workmanship in every installation and service event.
• Self-directed and resourceful; operates effectively with minimal supervision in remote or customer-managed environments.
• Clear, professional communicator who can engage confidently with both technical and non-technical customer contacts.
• Adaptable and dependable responds calmly and effectively to urgent situations, changing schedules, and evolving priorities.
• Team-oriented; proactively shares knowledge, field insights, and process improvements to strengthen the broader Grote Networks team.

Requirements:

Knowledge In:

• Vehicle electrical systems, wiring harnesses, power distribution, and grounding principles.
• Rugged mobile computing hardware, mounting systems, and connectivity infrastructure.
• Installation and commissioning procedures for fleet technology hardware.
• Basic knowledge of telematics, GPS, or connected vehicle technologies preferred.

Skills In:

• Electrical diagnostics, troubleshooting, and systematic problem resolution in vehicle and industrial environments.
• Hardware assembly, installation, and integration following technical documentation and specifications.
• Clear written and verbal communication particularly in creating field reports and interfacing with customers.
• Time management and self-organization to execute multiple service events across different locations.

Demonstrated Ability To:

• Work independently with a high degree of accountability in remote, customer field environments.
• Follow and apply detailed written diagnostic and installation protocols consistently and accurately.
• Identify root causes of hardware and electrical issues and implement effective, lasting repairs.
• Manage competing priorities and urgent requests while maintaining quality and professionalism.
• Build rapport quickly with customer personnel across varying technical backgrounds.

Experience With:

• Hands-on installation and service of vehicle-mounted electronic systems or industrial hardware.
• Cross-functional collaboration with engineering, customer support, and operations teams.
• Documentation of field activities, service events, and customer communications.
• Emergency response and escalation handling in a time-sensitive field service environment.

Travel:

Anticipated 75% or more travel, with the potential for additional travel during peak deployment periods or customer emergencies. This role requires regular travel to customer fleet locations across North America, including the possibility of interstate travel, overnight stays, and availability on evenings and weekends as business needs demand.

Candidate must be willing and able to travel on short notice in response to urgent field service requests.

Location:

Major metro area with strong logistics access. Candidate must be based within reasonable proximity to a major airport to support the travel demands of this role.