Job DescriptionThe Field Specialist bridges the gap between StoneAge and its customers and is responsible for providing excellent customer service, communication, training, support, and issue resolution. This individual must be self-leading, independent, and able to problem solve efficiently and thoroughly under pressure while maintaining a positive attitude. The volume of field work and customer support requests varies, so the individual in this role thrives working in a fast-paced, dynamic field environment, often with extended hours.
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 Application Engineer.
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.
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 rales 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.
Be a Great Teammate
Deliver on the StoneAge Assurance Promise
Support the Training Team in the development of the StoneAge Training curriculum and deliver courses on behalf of the Waterjetting Technology Association (WJTA), Houston Area Safety Council (HASC), U.K. based Waterjetting Association (WJA), and Dutch based Stichting Industriële Reiniging aka Industrial Cleaning Foundation (SIR) as required.
Collaborate in the development of plant specific safety and best practices training.
Provide training to StoneAge employees, contractors, or plant personnel as required. Training may take place at one of StoneAge’s global locations or onsite with contractors and/or plant personnel.
Maintain training certifications and actively seek continuous learning.
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. Schedule and coordinate demonstration activities and events with contractors, plant personnel, end-users, and dealers.
Provide detailed reports to the Sales and Engineering Teams.
Provide new product and rental commissioning for customers, virtually or on-site, to enable customer success using StoneAge products and technology.
Be committed to “Safety First.”
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.
This position reports to the Branch Operations Manager.
2-year technical degree, equivalent military experience, or 5+ 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
Ability to obtain a TWIC card.
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.
Must be able to stand for extended periods of time.
Extensive (up to 75%) travel is required during our two busy seasons.
Clean driving record
Can pass a background check
Can pass a drug test, 100% drug free.
This is an hourly position, eligible for overtime pay. The starting pay rate is between $25 to $34 per hour, DOE.
StoneAge offers a comprehensive benefits program that includes group health, dental, and vision insurance, life insurance, long-term disability insurance, paid time off, paid holidays, a 401(k) plan with a guaranteed match, paid parental leave, a wellness rewards program, and much more.
We are an employee-owned company with profit-sharing and an Employee Stock Ownership Plan ("ESOP"), in which shares of company stock are allocated to eligible employees each year.
Our "Own It" mindset captures what many of us consider the biggest benefit of all: a highly engaged, collaborative workplace where everyone matters and every employee has a huge impact.