Field Service Representative

Position Information Job Title: Field Service Representative

Department: Earthmoving European Service Station Reports to: Service Manager

Work Location: Home-based within assigned European territory (e.g., UK, Germany, France) with extensive field travel.

Job Summary

As the frontline operational arm of the dual-track after-sales strategy, this role acts as the primary technical responder for Top VIP Accounts and the commercial/technical enabler for authorized dealers. The PSSR is responsible for meeting strict emergency response SLAs, driving proactive spare parts sales, and ensuring dealer service readiness.

Key Responsibilities

• Dealer Development and Service Support

  • Conduct regular on-site assessments and audits of authorized dealers' service capabilities to ensure alignment with company standards and identify areas for development.
  • Regularly follow up and promote the construction of dealers’ service resources, accurately record progress and status, and ensure dealers achieve KPI targets for personnel, vehicles, service outlets, tools, and spare parts.
  • Identify and recommend potential third-party service providers to the Service Manager to help expand regional repair coverage.
  • On-the-Job (OJT) Coaching: Audit dealer workshop capabilities and provide hands-on, over-the-shoulder mentoring to dealer technicians during joint field visits to handle complex repairs.

• Emergency VIP Intervention & Field Repair

  • Rapid SLA Execution: Respond immediately to service orders from the Service Operations Coordinator or Service management system(LTC). Utilize the shared regional Pool Fleet (Diagnostic Vans or Heavy Trucks) to arrive at Top VIP customer sites and execute repairs within the mandated SLAs (e.g., 8-hour arrival).
  • Advanced Troubleshooting: Independently diagnose and resolve complex mechanical, hydraulic, and electrical failures on-site using systematic methodologies and OEM diagnostic tools. Escalate hyper-complex issues to the regional Technical Support Engineer (TC) when necessary.

• Proactive Parts Sales

  • Field Consultative Selling: Actively promote and sell spare parts, Preventive Maintenance (PM) kits, and service contracts during on-site visits to authorized dealers and Top Key Accounts.
  • Machine Health Inspections (Leads Generation): Conduct regular machine undercarriage and overall health inspections in the field to generate proactive parts sales leads and help customers prevent unplanned downtime.
  • Demand Generation & Handover: Trigger parts demand from the frontline. Once customer intent is confirmed, promptly hand over the requirement to the dedicated Parts Order Specialist (Parts Counter) for official quotation and order processing, ensuring personal/regional sales targets are met.

• Product Modification and Quality Feedback

  • Quality Feedback: Collect and regularly report field product quality issues using standard reporting structures to assist HQ in continuous product improvement.
  • Service Campaigns: Execute mandatory product modifications (Campaigns) and Technical Service Bulletins (TSBs) on dealer and end-customer machines in a timely manner.

Qualifications & Requirements

• Educational Background:

  • An Associate’s degree, Diploma or equivalent or above in engineering, mechanics, automotive, or related majors.

• Work Experience:

  • At least 3 years of hands-on field service and troubleshooting experience in construction machinery, heavy equipment, or related industries.
  • Proven track record in aftermarket parts sales, customer relationship management, or experience in a similar PSSR (Product Support Sales Representative) role is highly desirable.

• Skills & Competencies

  • Advanced Technical Skills: Strong technical aptitude, able to independently diagnose and solve complex mechanical, hydraulic, and electrical issues using OEM diagnostic tools and schematics.
  • Commercial Acumen: Strong consultative selling skills with the ability to identify parts/service opportunities, present value propositions, and close sales during field visits.
  • Proficient in office software (Excel, PowerPoint) and CRM/Service Dispatching systems.
  • Mobility: Valid standard driver's license (Class B) is required as a minimum. Possession of a commercial/heavy vehicle driver's license (Class C1/C) is highly preferred to operate Heavy Mechanics Trucks. Willingness and ability to undertake extensive field travel (up to 70-80% of the time) within the assigned territory.

• Language Requirement

  • Mandatory: Native or full professional proficiency in the local language of the assigned territory (e.g., French, German, Italian, Polish, Spanish). This is essential for seamless communication with local dealers, end-customers, and operating locally.
  • Preferred: Basic to intermediate English proficiency. Ability to read English technical manuals, use English diagnostic software interfaces, and understand basic internal communications is highly desirable but not strictly required.

• Personal Attributes

  • Strong service awareness, highly self-motivated, and results-driven in both problem-solving and sales target achievement.
  • Resilient and able to work effectively under pressure, especially during emergency VIP machine breakdowns

• Preferred qualifications

  • Experience with international construction machinery brands (e.g., Caterpillar, Volvo CE, Liebherr, Komatsu, etc.).
  • Familiar with the local and European after-sales market rules and customer expectations; experience in dealer management or training preferred.