Field Support Specialist I

Description

General Summary: This is an entry level administrative position which requires the fundamental skill-set needed to coordinate field activities through high volume call-handling of internal customer calls as well as “regularly” supervised call-handling of external customer calls. Upon completion of training, CS I personnel will be prepared and expected to track current status of personnel and equipment as well as communicate with Operations, Safety, Sales and Sr. Management personnel. CS I staff are moderately proficient in handling all internal customer requests with a relative degree of accuracy as it relates to call-handling, advisements, notifications, inclusion of key players, etc., also doing so with regular supervision.

Field Support Specialist Description– Position responsible for the logistical processing of internal and external customer orders, including coordination with operations and sales staff, billing representatives, vendors/subcontractors. Individual coordinates with customer, operations, sales and marketing, as well as Transportation/Permits Department to ensure delivery of requested equipment and personnel. Position requires ability to manage information across multiple programs in a very fast-paced environment. Computer proficiency is required. 

Positions reporting to this position: None

Duties and Responsibilities (functions considered essential are marked by an *):

• *Receives/reviews and documents high-volume internal customer calls and gathers information to process requests and facilitate project mobilization/demobilization.
• *Contacts field operations/sales personnel to obtain or give information and directions regarding job and non-job related activities
• *Coordinates transportation of equipment to customer's location/ job site with Transportation/Permit staff under the direction of senior and supervisory staff
• *Processes forms and completes other requirements/processes for state and local permits to move equipment
• *Monitors jobs, resolves issues with internal customers and state/local agencies under the direction of senior and/or supervisory staff
• *Documents equipment and personnel location, hours worked, availability, as well as any other job-related requirements (including Invoice relevant data, Daily Performance Indicator)
• *Maintains location and status of equipment via mapping software and job logs
• *Logs information and keeps up-to-date records in various databases
• *Documents, prepares and distributes First Alert accident reports (after-hours)
• *Monitors and documents email transactions into appropriate job logs on a real-time basis
• *Available at all times 24/7/365 to provide clarification and/or coverage if needed
• Performs other duties as assigned

Requirements

Educational Requirements: High School Diploma required

Preferred education: Bachelor's degree

Required Certification/Licensure: None

Experience Requirements: 1-2 years related experience and/or training; or equivalent combination of education, experience, and performance.

Knowledge/ Skills: (qualify level of skill required for this role: entry, intermediate, advanced)

Employee must possess working knowledge of state and federal regulations governing movement of equipment, and basic understanding of company operating systems and practices, and the wrecking, mechanical, hazardous material concepts. Must be able to demonstrate:

• Basic knowledge and ability to multi-task and update computer programs.
• Positive attitude; warm, engaging personality.
• Proficient skills and experience in verbal and written forms of communication; active listening skills, ability to interpret information and get feedback to ensure clear communication of information.
• Proficient use of the “wreck line” and other communication systems.
• Satisfactory judgment on decisions relating to equipment sales and operation, and Sales Department involvement in operations.
• Adept completion of tasks with little or no error and minimal supervision.
• Adequate knowledge and ability to make additional sales on a regular basis, when possible.
• Satisfactory skills of working with people; set a positive example for others.
• Average ability to handle personal stress and stressful situations.

Physical Demands:  

Must be able to work up to 12 hours (or more if needed on occasion) on a rotating shift basis when scheduled or called in anytime during any 24 hour day, 7 days a week basis. The employee must be able to work in a standard office environment and operate a computer, and may occasionally need to lift and/or move up to 25 pounds

Working Conditions:

Standard office environment 

Travel:

Potential travel to jobsites may be required for both training and Operations support purposes. Field environment may include field office trailers, hotels, exposure to outside weather conditions, extreme cold, extreme heat, including wet and/or humid conditions.

Position Interacts With (indicate internal and external contacts):

Corporate and Field Personnel, customers, subcontractors, local and state government officials