Field Equipment Technician

Job Overview

The Field Equipment Technician is a core member of the Client Services team and is responsible for onsite and in-house training for current and potential customers throughout the world. The training experience includes onboarding new customers, educating customers on the functionality of each product, and effectively documenting and communicating client feedback across internal teams. Field Equipment Technician will support learning program initiatives and projects and will partner with other internal departments to provide feedback and coaching. The Client Services team has the critical role of continuously improving the end user experience of customers and ensuring the ongoing success of the use of their purchased products.

Responsibilities and Duties

· Provide prompt and professional resolution for support and troubleshooting inquiries (phone, video calls, email, website) during the assigned schedule.

· Keep CRM database current by logging all client interactions

· Manage the onboarding process for all clients upon receipt of products, including follow-ups at the three critical stages of post-shipment, pre-training, and post-training.

· Develop and implement training programs for equipment customers, covering areas such as product features, functionality, and maintenance.

· Provide virtual training and troubleshooting on products and services for existing and prospective customers.

· Participate in the development of training curriculum to identify any gaps and ensure training conveys quality standards and meets the needs of the end-user.

· Complete and distribute a detailed synopsis document to the team on training completion.

· Follow-up with all clients who have received replacement parts to ensure the part has been replaced correctly and their equipment is operational.

· Gather feedback from customers on their experience with the equipment and training programs, and use this feedback to continuously improve the customer experience.

· Establish, develop, and maintain positive business and customer relationships at all times.

· Assist with training videos and manual creation

· Train sales employees on machines, new hires & periodically (both in-person and virtually)

· Assist in development of new training processes and procedures (Client Based)

· Willingness to be flexible and accept new tasks and responsibilities as assigned

· Additional duties include maintaining the general office, demo/training studio, and kitchen cleanliness.

· Willingness to Travel

· Driver’s License is required

· Passport is required

Duties may change and expand depending on performance and company growth.

Desired Qualifications:

· 2 years of experience in training development and delivery

·Background in Electrical or Mechanical Tech Support

· Experience with CRM or other customer services database; computer savvy

· Keen attention to detail

· Proactive thinker & problem-solver, constantly seeking process improvement opportunities

· Excellent listening, verbal, and written communication skills

· Nimble and thrives in a fast-paced environment with a rapidly growing team

· Prior experience working in the cannabis industry or customer support role a plus

· 21 or over, a clean driving record, have a current passport (or willingness to apply for one)

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: On the road

Salary : $23