Field Service Technical Specialist – Remote

Job Title: Field Service Technical Specialist – Remote

About our company:

The Raymond Corporation is a division of the Toyota Industries Corporation. We empower you to do great work in a company with 100 years of success, innovation and growth. Our Associates are the foundation of our continued success. If you’re innovative and enjoy the thrill of making things happen – share our vision and grow with us.

About our team:

Join our expanding Field Service team! We’re seeking individuals who thrive on customer interaction and problem-solving. As part of our team, you’ll travel to customer sites and perform procedural audits on technicians servicing customers equipment. Collaborating with Sales & Support Centers (S&SCs) Service Management, Customer Management, and corporate leadership, you’ll play a pivotal role in maintaining global service consistency across various Raymond product models and disciplines. If you’re passionate about engaging with customers, like to travel, gather facts, and work collaboratively to overcome challenges, this role may be ideal for you! Travel is anticipated to be up to ~50%.

About the position:

We’re in search of a dynamic Technical Specialist to enhance our Field Service department. In this role, you’ll take charge of field audits, delving into customer applications and maintenance protocols for Raymond equipment. Your primary duty will be to ensure technicians adhere to standardized technical protocols, encompassing safety procedures, scheduled maintenance, breakdowns, repairs, and customer interactions.

You’ll collaborate closely with service teams throughout our distribution network, playing a pivotal role in maintaining global service consistency. Moreover, you’ll provide support to technicians, offering guidance, coaching, and mentorship to nurture their professional growth.

Following each audit, you’ll furnish comprehensive technical reports to senior leadership and executive management, providing insights and recommendations for continuous improvement. Your contributions will be instrumental in advancing our lean management philosophy, driving enhancements in processes, behaviors, and organizational practices. If you’re enthusiastic about ensuring exceptional service delivery and cultivating operational excellence, we welcome you to join our team!

You will:

• Manage and coordinate all field technician audits for Raymond-produced products, conducting on-site visits to customer locations to gain insights into their utilization of Raymond equipment and thoroughly understand reported issues while ensuring service consistency.
• Establish effective communication channels with customer management teams, Solutions and Support Center technicians, and internal management, ensuring seamless interaction. Provide guidance to service management and/or field technicians on service-specific matters.
• Report on KPI targets for technicians globally including progression in lean management practices to executives and or senior management.
• Collaborate with Engineering by providing field feedback that may facilitate the development of field correction efforts or modifications to existing equipment.
• Utilize historical data and systems to analyze service trends and identify needs for continuous improvement.
• Assist in producing procedural documentation and validating related standard work for maintenance procedures.
• Extend field support to the corporate product health team and new product development teams, offering insights that may lead to adjustments in project direction in response to evolving business needs and customer feedback.
• Collaborate with interdepartmental and external Solutions and Support teams.
• Gain proficiency in all Raymond products and the service organizational hierarchy.
• Keep management informed of issues, progress, status changes, and resolution priorities.

About remote work:

Fully remote candidates will be considered based on experience and skill set. Fully remote candidates may be required to travel to Greene, NY for onboarding and/or periodically throughout the year based on business need. To be considered for a fully remote position you MUST reside in one of the following states: Alabama, Arizona, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington or Wisconsin.

About you:

• Eight or more years of related experience. 
• Ability to travel 50% of the time.
• Customer-facing and project management experience.
• Excellent verbal and written communication skills.
• Strong technical aptitude, analytical problem-solving, time management, and organizational skills.
• Strategic, creative, positive attitude, team-oriented, self-motivated, and critical thinker.
• Ability to constructively interface with all levels of the organization.
• Superior attention to detail and standards of quality.
• Ability to manage competing priorities.

It would be great if you had:

• Familiarity with Raymond and/or Toyota products

About the total compensation package:

Salary – $75,400 – $96,500 per year. Compensation depends on the selected candidate’s education and experience.

Benefits – We recognize the value of a comprehensive benefits program for our employees and work tirelessly to make sure our package meets the needs of our employees and their families. Eligible employees can elect and participate in a variety of benefits including:

• Vacation available on day 1
• 10 paid holidays
• Medical and Rx Plan options
• Dental and Vision Plan options
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA) for medical and dependent care
• Life Insurance and AD&D
• Short-Term and Long-Term Disability
• Accident, Critical Illness, and Indemnity Insurance
• ID Theft Protection
• Comprehensive 401(k) retirement plan with company match
• Profit Sharing Plan based on annual profitability
• Long-Term Care Insurance
• Vacation, Sick, & Volunteer Time
• Tuition Aid Program

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