Field Services Support Specialist

RaceTrac; United States; On-site; USD 45,000 - 60,000; Full time

Job summary

RaceTrac is seeking a Field Services Support Specialist to be the first point of contact for facilities maintenance across our store network. You will manage work orders, troubleshoot issues, and coordinate with vendors to ensure timely resolutions that minimize store disruptions.

You’ll serve store personnel with strong customer service, handle multiple priorities in a fast-paced environment, and participate in cross-functional communication to keep operations running smoothly.

Qualifications

• 1+ year of experience in service, retail, or facilities support.
• Familiarity with Microsoft Office (Excel/Outlook/Teams) preferred.
• Experience with work order systems is a plus.
• Willingness to work a flexible schedule, including 24/7 support.
• Strong communication and customer service skills.

Responsibilities

• Manage and prioritize maintenance work orders to resolve issues quickly.
• Serve as primary contact for store personnel and vendors.
• Troubleshoot maintenance concerns and coordinate resolution.
• Monitor open service requests and follow up to meet SLAs.
• Communicate updates to store teams and internal partners.
• Escalate urgent issues to minimize disruptions.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Organizational skills

Microsoft Office

Tools

ServiceChannel

Job description

RaceTrac Company Overview Job Description

As a Field Services Support Specialist, you will be the first point of contact for facilities maintenance and operational support across the organization. This role manages maintenance-related requests, provides troubleshooting assistance, and coordinates with vendors and internal partners to ensure timely resolution of issues impacting store operations. Through effective problem-solving, resource management, and communication, the Field Services Support Specialist helps minimize operational disruptions, improve service delivery, and ensure work orders are handled accurately and efficiently. This role requires strong customer service skills, attention to detail, and the ability to prioritize multiple responsibilities in a fast-paced environment.

What You’ll Do

• Manage and prioritize a high volume of maintenance work orders to ensure timely and accurate resolution of store-related issues.
• Serve as a primary point of contact for store personnel, providing facilities maintenance support and delivering exceptional customer service.
• Troubleshoot maintenance concerns, gather relevant information, and coordinate with vendors and internal partners to drive issue resolution.
• Monitor open service requests and proactively follow up on outstanding work orders to ensure service level expectations are met.
• Communicate effectively with store teams, vendors, and cross-functional partners by providing timely updates and maintaining transparency throughout the resolution process.
• Escalate urgent or complex issues as needed to minimize operational disruptions and ensure business continuity.

What We’re Looking For

• Strong written and verbal communication skills with the ability to effectively interact with store personnel, vendors, and internal business partners.
• Ability to work a flexible schedule, including support for a 24/7 operation as needed.
• Strong organizational skills with exceptional attention to detail and accuracy.
• One (1) year or more of experience in a customer service, call center, facilities support, or related environment preferred.
• Working knowledge of Microsoft Office applications, including Excel, Outlook, and Teams.
• Experience with ServiceChannel or other work order management systems is preferred Strong problem-solving and decision-making skills with the ability to assess situations and determine appropriate next steps.
• Self-motivated with the ability to adapt to changing priorities and operational needs.

Schedule

Monday, Wednesday, Thursday, and Sunday from 11:00 AM to 9:00 PM.

Work Location

This is an on-site position based in the office, with eligibility for one (1) remote workday per week.

Responsibilities

• Provides maintenance support to store operations and ensures exceptional customer service to all field personnel.
• Performs basic call taking and troubleshooting functions.
• Follows up on open service complaints and ensures a solution is met for vendor-related issues.
• Facilitates open communication with Technical Operators, Operations, and Facilities Services regarding maintenance support issues.
• Maintains basic knowledge of and ensures compliance with government and organizational requirements, policies, and regulations.

Qualifications

• Flexibility to work 24 hours/7 days a week
• 1+ years of experience in a service industry or related field preferred
• Knowledge of Microsoft Office Suite preferred
• C-Store or other retail experience a plus
• Knowledge of PC, network, hardware, and software installation and configuration a plus

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Working at RaceTrac, Inc. (RTI) will surprise you! We are more than just a convenience store business. RTI is made up of five operating divisions: RaceTrac, RaceWay, Gulf, Inc, and Energy Dispatch. While there are many different teams that keep our business running each day, we can guarantee you a few things if you join one of our teams - we never stop learning and we are constantly innovating, improving, and trying new things. There is never a dull day.