# Field Service Representative

**Company:** [Forterra](https://hotfix.jobs/companies/forterra)
**Location:** Clarksburg, MD
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** hardware troubleshooting, software troubleshooting, equipment maintenance, autonomous systems, Robotics, field service, technical training, product feedback, Customer Relationship Management, technical documentation
**Posted:** 2026-08-05

> Owns customer relationships and independently diagnoses, repairs, and maintains integrated hardware-software systems in the field. The role requires at least five years of technical field-service experience, strong customer communication, mentoring ability, and up to 75% domestic and international travel.

## Job Description

## 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%.

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