Field Service Representative

EXEMPT: Yes
LOCATION: Geneva, IL
SAFETY SENSITIVITY: High


DEPARTMENT: Sales
REPORTS TO: Director of Sales
PREPARED BY: Director of Sales

Scope/Summary Statement: The Field Service Representative (FSR) is a contact between our company and our clients, responsible for providing exceptional technical support, maintenance, and repair services directly at customer locations. This role requires a blend of strong technical expertise, excellent customer service skills, and the ability to work independently to ensure customer satisfaction and product performance.


Key Responsibilities:

• Installation & Commissioning: Perform on-site installation, setup, and configuration of all of Miner Products.
• Maintenance & Repair: Assist customer with product maintenance, as well as troubleshooting and repair of equipment, systems, or products.
• Customer Support: Serve as the technical resource and primary liaison between the customer and Miner, effectively communicating with customers to diagnose issues, provide solutions, and ensure a positive service experience.
• Training: Provide product training to customers on the proper operation, maintenance, and use of Miner products
• Documentation & Reporting: Accurately document all service activities, including time spent, parts used, root cause analysis, and service reports, using field service management software.
• Safety & Compliance: Adhere to all company, customer, and regulatory safety policies and procedures.
• Collaboration: Work closely with the internal stakeholders such as sales, and engineering teams to escalate issues and provide feedback on product performance and customer needs.

Required Qualifications & Skills:

• Technical Knowledge: Have a strong mechanical aptitude and be able to interpret 2D engineering drawings. An FSR will need to be able to understand mechanical railcar systems.
• Computer Knowledge: Proficient with Microsoft Office Suite. Have a general grasp on how an ERP works.

Education and / or Experience:

• Education: High school diploma or GED required.
• Customer Focus: Exceptional customer service, communication, and interpersonal skills. Ability to build rapport and trust with clients.
• Problem-Solving: Excellent critical thinking and troubleshooting skills to diagnose and resolve complex technical problems under pressure.
• Independence: Proven ability to work autonomously, manage time efficiently, and prioritize service calls.
• Travel: Travel will be limited to North America. An FSR should expect to be on the road 2 weeks out of the month on average. Occasionally, weekend travel is required. The availability of traveling within a day or two notice is expected.
• Licensure: Valid driver's license with a clean driving record is required.

Physical Requirements:

• Physical Requirements: Ability to lift up to 50 lbs, climb ladders, and work in various environmental conditions.

If you are interested in applying, please see Kristy Puma in Administration.
Salary $45,000-$80,000.