Proactive Service Representative

Proactive Service Representative

Position Summary The Proactive Service Representative (PSR) is a specialized field role focused on delivering planned, high-value service engagements. This position executes Preventive Maintenance Inspections (PMs), modernization and upgrade installations, targeted reliability improvements, on-site customer training, and advanced troubleshooting identified through data, install-base analysis, or proactive service programs. Operating as part of the Proactive Service Team, the PSR works under the direction of the Proactive Service Manager and in close coordination with LCS Advisors, Scheduling, Technical Support, and Regional Service teams. The role emphasizes preparation, documentation, customer communication, and follow-up to improve machine uptime, extend equipment life, increase customer satisfaction, and drive lifecycle service revenue.

Essential Functions:

• Proactive Field Service Execution
• Perform scheduled Preventive Maintenance Inspections (PMIs) following standardized checklists, procedures, and documentation requirements.
• Execute modernization and upgrade installations (controls, software, safety, mechanical/electrical assemblies) per defined playbooks and quality standards.
• Conduct planned troubleshooting and condition-based corrective actions identified through machine history, advisories, or proactive campaigns.
• Preparation & Field Readiness
• Review job scope, machine configuration, service history, and required parts/tools prior to travel.
• Coordinate with Scheduling, Parts, and the Proactive Service Manager to ensure readiness before arrival on site.
• Maintain required tools, software versions, firmware, service kits, and test equipment.
• Customer Engagement & Education
• Serve as a proactive, trusted technical resource during on-site visits.
• Communicate findings clearly, including risks, recommendations, and improvement opportunities.
• Deliver basic operator or maintenance coaching during visits as appropriate.
• Represent Stiles professionally and reinforce the value of proactive service agreements and modernization programs.
• Documentation & Reporting
• Complete service reports, PMI checklists, and upgrade documentation accurately and on time.
• Capture machine condition data, photos, measurements, and recommendations to support follow-up actions.
• Provide feedback to the Proactive Service Manager, Technical Support, and Product teams regarding recurring issues or improvement opportunities.
• Collaboration & Continuous Improvement
• Partner with Regional Field Service Representatives to support skill transfer and best practice sharing.
• Support pilot programs, new PMI procedures, tooling standards, or modernization offerings.
• Participate in training, certifications, and standardization efforts led by Stiles University or Technical Support.
• Safety & Compliance
• Recognize and mitigate safety hazards in accordance with company standards.

Qualifications:

• 37+ years of experience as a Field Service Representative, Maintenance Technician, or similar technical role in industrial equipment or CNC machinery.
• Strong working knowledge of mechanical, electrical, pneumatic, and control systems.
• Demonstrated experience performing PMs, alignments, inspections, upgrades, or installations preferred.
• Ability to work independently in the field with strong planning and organizational skills.
• Valid driver's license and ability to travel extensively.

Skills and Abilities:

• Strong diagnostic and structured problem-solving skills.
• Excellent written and verbal communication with customers and internal teams.
• Discipline in documentation, checklists, and standardized work.
• Customer-centric mindset with a focus on uptime, reliability, and long-term value.
• Proficiency with Microsoft Office (Word, Excel, Outlook); familiarity with CRM/ERP and service reporting tools.
• Safety-focused and detail-oriented.

Work Environment:

• Office / Customer Site / Field / Warehouse environments as assignments require.