Field Service Support Specialist - NC bei InstroTek, Inc.

Description

We are seeking an energetic, attention to detail and dynamic Field Service Support Specialist to provide administrative and customer service support to our field service operations' team. This role ensures timely communication with customers, accurate processing of service documentation, and smooth coordination of field operations and technician logistics. 

We are InstroTek Inc, a privately owned materials testing equipment company, based in Research Triangle Park, NC. Established in 1997, InstroTek continues to set new standards for testing and quality control and is a global leader in products and technology development for the construction and raw materials industry. 

Essential Functions

• Serve as the main contact for customer inquiries related to Field Service and Calibration, providing timely, professional, and courteous communication.
• Manage the customer support ticketing system; ensure timely updates, resolution, and follow-up with customers.
• Prepare service quotations, process documentation, and maintain records in Microsoft Dynamics.
• Coordinate calibration certificate creation, tracking, and dissemination to customers.
• Maintain and update schedules for field service vehicles, technician travel, and equipment calibrations.
• Support field technicians by managing service inventory, coordinating shipments, and maintaining required documentation.
• Create and manage RFQs for third-party calibration services and assist in database and software updates.
• Review technician job reports, update sales orders, and ensure post-service follow-up for customer satisfaction.
• Assist with payroll verification by ensuring accurate and timely technician timecard submissions.
• Support continuous improvement efforts and help expand field service capabilities and customer reach. 

 Additional duties as  needed and requested by management

Requirements

• Education: High school diploma or equivalent required; associate’s degree preferred.
• Experience: Minimum 3 years of administrative or customer service experience, ideally in a field service, calibration, or technical   environment.
• Software: Experience with Microsoft Dynamics or similar platforms preferred.
• Other: Strong organizational and follow-up skills with the ability to manage multiple priorities effectively.

Qualification

• Excellent organizational and multitasking skills.
• Strong written and verbal communication skills.
• Customer-focused with a professional and proactive approach.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and Microsoft Dynamics or similar ERP/CRM systems.
• Strong attention to detail and data accuracy.
• Ability to collaborate effectively with both internal teams and external customers.

Physical Demands

• Prolonged periods sitting at a computer.
• Occasionally required to lift up to 25 pounds.
• Repetitive hand motions and visual focus for data entry and document management.

Work Environment

• Standard office environment with frequent interaction with remote field service staff.
• Occasional exposure to warehouse or technical areas.
• Moderate noise levels typical of an office setting.

 Full Benefits Package

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short- and Long-term Disability Insurance
• 401(k)
• Paid Maternity/Paternity Leave
• Paid Time off

InstroTek offers continuous training, competitive compensation, benefits and exceptional potential for growth in a rapidly growing company.

InstroTek, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, and recall, leaves of absence, compensation, and training