Careers
Stoneage Level 3 Field Specialist
Stoneage Level 3 Field Specialist
About
The Level III Field Specialist connects StoneAge with its customers, providing excellent support, expert training, and issue resolution. They lead advanced demonstrations, optimize tool performance, and participate in product testing and feedback.
The specialist relays customer feedback to senior team members, trains junior team members and sales staff, sets up waterblast equipment at customer sites, provides technical insights for product development, and identifies areas for process improvement and cost-efficiency.
This is a High-level role. The ideal candidate must be self-motivated, independent, and capable of efficiently and thoroughly problem-solving in a fast-paced field environment, often with extended hours during peak season.
This position reports to the Sr. Technical Manager, Field Applications and Support
Job Descriptions
Customer & Product Support
· Provide professional, technical on-site support for Customers who are experiencing product or operational issues in the field. Thoroughly document and communicate customer case issues in Salesforce and with the Field Specialist Lead.
· Coordinate travel and field support scheduling and logistics directly with the Branch Office Manager and Field Application Engineering, thoroughly communicating scheduling impacts to both parties and documenting in supporting systems.
· Develop relationships with contractors, plants, and other end-users, educating them on the safe and effective use of tooling and automated solutions for industrial cleaning.
· Facilitate technical discussions between the Customer and the Field Applications Engineer (and Sales, through extension of the FAE) to problem-solve or generate new product concepts or address “hard to solve problems” in plants.
· Provide technical on-site field test support for potential new products and custom projects, submit reports to the Sales and Engineering teams. Collect and validate new product design requirements and timeline expectations from customers.
· Troubleshoot mechanical and electrical StoneAge product issues with customers and StoneAge Engineering teams, assisting in testing and root-cause analysis evaluation and report-creation as required.
· Closely partner with the Customer Service Success Team, Branch Offices, Regional Sales Managers, and StoneAge Solutions Managers to resolve all issues promptly through onsite product set-up & configuration, operator training, equipment troubleshooting and diagnostics in the files.
· Maintain a strong relationship with Engineering team, practice good judgment, and to elevate issues that require additional support.
Branch Support
· Assist with Branch Repair and order fulfillment functions, including counter sales, picking, packing, and shipping orders, operating a forklift, cycle counting and helping with improvement projects.
· Prepare quotes and product proposals for customers, and provide feedback on pricing, specifications, and lead times. Gather field information required to support custom projects and proposals.
· Maintain expert knowledge of all StoneAge Waterblast AE Sales and rental package configurations, how to perform seal and service kit replacement of StoneAge tools, check in/out rental equipment and understand maintenance procedures of StoneAge equipment per equipment manual.
· Participate in the on-call rotation for nights and weekend callouts.
· Demonstrates the “Own It” mindset and fosters the mindset.
o Be a Great Teammate
o Practice Self-Leadership
o Deliver on the StoneAge Assurance Promise
Sales Support
· Perform new product training for StoneAge Sales Team prior to market introduction and to ensure full understanding of the product, appropriate applications, safe use, and key messaging.
· Support the StoneAge Sales Team with product demonstration (on-site and in showroom) and customer training.
· Assist in the growth and accuracy of the plant and contractor information inside our Customer Relationship Management (CRM) database.
· Explain and demonstrate product features, benefits, assembly, maintenance, and troubleshooting.
· Provide detailed reports after supporting customers in the field to the Sales and Engineering Teams.
· Support RSMs when needed with new products and rental commissioning for customers, virtually or on-site, to enable customer success using StoneAge products and technology.
Required:
· Be committed to “Safety First.”
· 4-year technical degree, equivalent military experience, or 10+ years of experience in the waterblast industry.
· Strong written and verbal communication skills, detail oriented.
· Ability to read basic mechanical drawings.
· Ability to trouble shoot electrical circuits with a multimeter
· Basic soldering skills
· Understand Customer Relationship Management (CRM) tools such as Salesforce.
· Strong hands-on mechanical and electrical aptitude.
· Possess a customer first mindset.
· Understand StoneAge products and their capabilities as well as have knowledge of the Waterblasting industry.
· Ability to establish and maintain positive and professional working relationships with StoneAge employees and customers
· Strong technical writing skills.
· Have proven track record in providing on-site technical support.
· Be self-motivated, disciplined, and able to work independently.
OTHER INFORMATION
· Must be able to stand for extended periods of time.
· Clean driving record
· Extensive (up to 75%) travel is required during our two busy seasons.
· Extended working hours may be needed at peak times or when short staffed.
· Must be able to lift heavy loads using proper lifting techniques as outlined in the StoneAge Employee Handbook.
· Follow all Safety Protocols outlined in the StoneAge Safety Handbook, and WJTA manual.
· Working knowledge of MS Office software.
· We value the diversity of the people we hire and serve. Diversity at Our Company means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.
Apply Now!
Interested? Please send your CV by email to info@waterjetting.org.uk in confidence.