Field Service Technician

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment.  Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.

The Field Service Technician is responsible for inspecting, updating, and installing company product at the customer site on an as needed basis.  They will assist in maintaining solid customer relations through quality installations, excellent customer service, and superb problem-solving skills.  They work closely with sales and office personnel to ensure quality in their district.

• Handle all facets of the customer’s field service experience in dedicated territory
• Promptly incorporate all new processes and knowledge into daily workflows
• Work Order Requests
• Conduct installations and warranty repairs for all existing and new Humanscale products
• Identify, analyze, and solve problems
• Respond to all customer requests and complaints in a courteous, professional, and caring manner
• Ensure that all customers feel they are a priority
• Provide education to the customer
• Perform at a high level of accuracy and productivity without sacrificing quality
• Follow all company and customer safety rules, including maintaining a safe, clean, and orderly work area
• Maintain a balance between company policy and customer benefit in decision making.  Handle issues in the best interest of both the customer and the company
• Understand how installations and warranty repairs are conducted for all existing and new Humanscale products
• Perform large, strategic installation projects, acting as liaison between the customer, dealer, sales, administrators, and operations personnel
• Document customer work performed and maintain accurate records
• Communicate additional needs for any open requests
• Close completed requests
• Report Defects/QC Customer Complaints
• Submit defect reports as needed
• Share information not only with peer teams but also with the leadership team to facilitate effortless and transparent experiences
• Office Projects
• Office support for mockups and installation
• Inventory management such as placing orders for stock, put stock away, and pull stock to stage for warranty or installation work
• Complete reporting for supervisor assigned tasks
• Maintain comprehensive knowledge of all existing and new Humanscale products
• Demonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, sales, management, and other co-workers
• May be Involved in large escalations, including calls with the customer, and answer any questions that may arise
• Ensure the Humanscale brand is reflected at each touchpoint of the process
• Attend all company training and meetings as scheduled
• Maintain a clean and professional personal appearance
• Adhere to Humanscale procedures and departmental standard operating processes
• Be a catalyst for continuous improvement
• Prevent future issues from arising by assessing trending issues and partnering with sales reps, peers and manager to create or modify process to address at the root cause
• Proactively suggest solutions based on past resolutions and experience
• Resolve issues to not only address the immediate issue, but also incorporate resolutions at a root cause level

• Two years of related experience or training
• High school diploma or equivalent
• Sales and/or Customer Service experience
• Communicate effectively verbally and in writing
• Demonstrate the ability to work under pressure
• Quick learner and problem solver; able to seek out solutions autonomously
• Able to decipher ambiguous situations and identify the proper path
• Strong time-management and organizational skills
• Robust documentations skills
• Proven ability to partner with others to accomplish goals
• Ability to remain focused with interruptions and return to task quickly
• Ability to summarize a lot of information into a few bullets
• Ability to pay for gas, parking, and parking meters up front and submit for reimbursement
• Valid driver’s license and automobile insurance
• Adequate transportation for transporting product and equipment within the designated geographic area (for NYC – preferred, but not required).
• Ability to perform work outside of the office either at customer sites and/or other offices
• Must be able to lift, push and pull 60 pounds and maneuver any single package weighting up to 151 pounds with appropriate equipment
• Must be able to do repetitive bending and stretching
• Must be able to stand on feet for long periods of time
• Must be able to use hand tools throughout the workday weighing approximately 5-10 pounds
• Must be able to drive throughout the workday

COMPUTER SKILLS

• Basic proficiency in MS Office

Benefits

• Competitive salary
• Medical Benefits (Medical, Dental, Vision)
• HSA, Medical FSA, Limited FSA, Dependent Care FSA, Commuter Benefits
• Medical Discounts
• Ancillary Benefits
• Accident, Critical Illness, Hospital Insurance
• Basic Life and AD&D, Voluntary, Spouse, and Child Life Insurance
• Health Advocates
• EAP, Complementary Life and Short-Term Disability
• Pet Insurance
• Employee Discount Programs
• 401k with Employer matching (Pre-Tax and Roth)
• 100% Vested
• Paid time off (including 15 PTO days and ~10 holidays)
• Maternity PTO

Hourly Range: $22.35-$32.61

Please note that the salary information is a general guideline. Humanscale considers other factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market location and business considerations when extending an offer.

Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)