Field Service Representative

Responsibilities

Account & Customer Relationship Management

• Own end-to-end customer relationships at assigned accounts, managing operational readiness and complex customer situations.
• Proactively manage account health and surface risks and issues before they affect customer satisfaction or contractual compliance.
• Navigate difficult customer conversations, including escalations, unmet expectations, and contractual tensions.
• Represent Forterra professionally in customer-facing settings.

Technical Expertise, Troubleshooting & Maintenance

• Diagnose complex hardware-software issues, perform advanced repairs, and lead technical execution at customer sites independently.
• Identify system-performance trends and translate them into actionable feedback for engineering and product teams.
• Determine when to escalate issues versus resolve them in the field.

Training & Development

• Lead customer and internal training on equipment operation, maintenance, and troubleshooting.
• Improve training materials using field experience and customer feedback.
• Mentor and develop junior field service staff.

Documentation & Product Feedback

• Produce detailed technical summaries, field reports, and customer communications.
• Surface field observations, account risks, and product feedback to internal teams.
• Identify systemic product or process issues and communicate them to engineering, product, and program leadership.

Field Planning & Execution

• Plan and manage site visits across multiple customer accounts.
• Anticipate customer needs, coordinate with internal teams, and adjust plans as field conditions change.
• Contribute account-level insights to field-service resource allocation and scheduling.

Travel & Field Operations

• Manage customer accounts across multiple sites, including potential international assignments.
• Comply with safety standards during travel and field operations.
• Travel up to 75%, including internationally and to hazard zones.

Requirements

• 5+ years of experience in field service or a customer-facing technical role, ideally supporting integrated hardware-software products.
• Track record of owning customer relationships and delivering results independently.
• Expert ability to diagnose and resolve complex hardware-software issues without guidance.
• Ability to translate field observations into structured product feedback for engineering and product teams.
• Strong written and verbal communication skills with technical and non-technical audiences.
• Ability to travel up to 75%, including internationally and to hazard zones.

Nice-to-Haves

• Degree in engineering, electronics, or a related technical discipline, or equivalent professional certification.
• Experience mentoring and developing junior field service staff.
• Experience supporting autonomous systems, robotics, or defense-related platforms.
• Familiarity with military or government customer environments.

Compensation & Benefits

• Salary varies based on experience, education, specialized training, and critical expertise.
• Equity is included in most full-time, high-demand roles.
• Premium healthcare benefits with three plan options; Forterra covers 80% of employee and dependent premiums.
• Company-paid basic life/AD&D and short- and long-term disability insurance.
• Generous holiday calendar, including a December winter break.
• 20 days of accrued PTO per year.
• At least 7 weeks of fully paid parental leave.
• $9,000 annual tuition reimbursement or professional development stipend.
• 401(k) plan with company match up to 4%.