Field Technician

Insight Global; Martinez (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

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Job summary

Insight Global is seeking a customer-focused specialist to support mission-critical accounts in a fast-paced environment. You will clarify needs, resolve issues, and provide ongoing post-sales and service delivery support to ensure high customer satisfaction.

The role involves mentoring new hires, contributing to the Account Support Plan, and driving account growth and retention with 2-5 years of related experience. Equal opportunity employer.

Qualifications

• Clarify customer needs to ensure satisfaction.
• Handle customer-relations problems promptly and appropriately.
• Provide software service, pre-sales, post-sales or service delivery support.
• For Mission Critical Customers, provide proactive and some reactive services.
• Monitor operation performance and work on corrective action plans.
• Provide input about Customers business and industry trend information into Account Support Plan.
• Mentor /Coach new hires on work process and procedures.
• Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.

Responsibilities

• Support customers across pre-sales, post-sales and service delivery activities.
• Proactively monitor performance and implement corrective actions as needed.
• Clarify needs and guide customers to ensure high satisfaction.
• Escalate issues per established procedures and track resolutions.
• Share insights to inform the Account Support Plan.

Skills

Customer support

Escalation handling

Post-sales support

Mentor / coaching

Job description

Job Description

Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.

Expert knowledge on the general/technical aspects of the job.

Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems.

Work is completed independently and has ability to handle most unique situations.

Frequently determines methods and procedures for new assignments.

Skills and Requirements

Ensure high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.

Handle Customer-relation problems promptly and appropriately, provide guidance, escalatest issues according to established procedures.

Provide software service, pre-sales, post-sales or service delivery support.

For Mission Critical Customers, provide proactive and some reactive services.

Monitor operation performance and work on corrective action plans (if needed).

Provide input about Customers business and industry trend information into Account Support Plan.

Mentor /Coach new hires on work process and procedures.Responsible for account growth and retention. Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].