Field Service Representative

Forterra; Clarksburg (MA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Parental leave

Tuition reimbursement

401(k)

Job summary

Forterra, based in Massachusetts, seeks a senior Field Service Representative who operates with full independence across field service, customer relationships, and cross-functional collaboration. You will own a portfolio of accounts, act as the trusted technical authority, and be accountable for field outcomes.

This role emphasizes diagnosing complex hardware–software issues, leading training, and providing insights to engineering teams. Travel up to 75% and multi-site management are essential.

Qualifications

• 5+ years in field service or customer-facing technical role.
• Ability to own customer relationships and deliver results independently.
• Expert-level ability to diagnose and resolve complex hardware-software issues.
• Translate field observations into structured product feedback for engineering and product teams.
• Travel up to 75%, including international assignments.

Responsibilities

• Own end-to-end customer relationships at assigned accounts, managing readiness and acting as trusted technical authority.
• Proactively manage account health, surface risks, and ensure contractual compliance.
• Lead complex troubleshooting and field execution with minimal supervision.
• Deliver customer and internal training programs and improve training materials.
• Produce detailed field reports and customer communications for knowledge sharing.
• Plan and manage site visits across multiple accounts with independence.

Skills

Independent judgment

Customer relationships

Field service expertise

Diagnostics & troubleshooting

Communication skills

Education

Engineering or related technical degree

Tools

Diagnostics tools

Field service software

Job description

About the role

The Field Service Representative (FSR) is a senior individual contributor whooperateswith full independence across all aspects of field service — technical execution, customer relationship ownership, and cross-functional contribution. Reporting to the Field Service Manager or Director of Customer Success, the FSR owns a portfolio of customer accounts, exercises independent judgment in the field, and serves as the trusted technical authority for both customer stakeholders and internal teams. The FSR is not directed through their work — they assess situations,determinethe right course of action, and are accountable for the outcomes of those decisions.

The FSR owns the customer relationship end-to-end and is expected to resolve complex, ambiguous, and non-routine situations through the application of advanced knowledge and independent judgment.

What you’ll do

Account & Customer Relationship Management

• Own the end-to-end customer relationship at assigned accounts — managing operational readiness, navigating complex customer situations with independent judgment, and serving as the trusted technical authority for customer stakeholders.

• Proactively manage account health, surfacing risks and issues to internal teams before they affect customer satisfaction or contractual compliance.

• Navigate difficult customer conversations — including escalations, unmet expectations, or contractualtensionsindependentlyand in a way that strengthens the relationship.

• Represent Forterra professionally and credibly in all customer-facing settings, including high-visibility engagements.

Technical Expertise and Troubleshooting, andMaintenance

• Diagnose complex hardware-software issues, perform advanced repairs, and lead technical execution at customer sites with full independence.

• Identifytrends in system performance and translate them into structured, actionable feedback for engineering and product teams.

• Exercise sound judgment in deciding when to evolve versus resolve in the field — and is accountable for those decisions.

Training Delivery & Development

• Lead delivery of customer and internal training programs, ensuring customers are proficient on equipment operation, maintenance, and troubleshooting.

• Contribute to improving training materials based on firsthand field experience and customer feedback.

• Help develop FST I and FST II colleagues into more capable and independent contributors.

Documentation & Product Feedback

• Produce detailed technical summaries, field reports, and customer communications that serve as models for junior team members.

• Proactively surface field observations, account risks, and product feedback to internal teams without being asked.

• Identifysystemic product or process issues and communicate them clearly to engineering, product, and program leadership.

Field Planning & Execution

• Plan and manage site visits across multiple customer accounts with a high degree of independence.

• Anticipate customer needs, proactively coordinate with internal teams, and adjust plans inreal timewhenfield conditions change.

• Contribute to broader Field Service planning by surfacing account-level insights that informresourceallocation and scheduling decisions.

Mentorship & Team Development

• Serve as the go-to mentor for the team across technical, customer relationship, and field executiontopics.

• Develop FST I and FST II colleagues into increasingly capable and independent contributors helpingthem understand not just the how but the why behind field service decisions.

• Champion process improvements and follow up to ensure the team executes to standard.

Travel & Field Operations

• Manage a complex portfolio of customer accounts across multiple sites, including potential internationalassignments.

• Ensure compliance with all safety standards during travel and field operations.

• Ability to travel up to 75%, including internationally and hazard zone

Qualifications

• 5+ years of experience in a field service or customer-facing technical role, ideally supporting hardware-software integrated products.

• Demonstratedtrack recordof owning customer relationships and delivering results independently.

• Expert-level ability to diagnose and resolve complex hardware-software issues without guidance.

• Proven ability to translate field observations into structured product feedback for engineering and product teams.

• Strong written and verbal communication skills across technical and non-technical audiences.

• Ability to travel up to 75%, including internationally and hazard zones

Preferred Qualifications

• Relevant degree in engineering, electronics, or a related technical discipline, or equivalent professionalcertification.

• Experience mentoring and developing junior field service staff.

• Prior experience supporting autonomous systems, robotics, or defense-related platforms.

• Familiarity with military or government customer environments

The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra’s overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including:

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.

Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in accordance with local, state, and federal laws. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain. All qualified applications will receive equal consideration for employment.