Job Summary
The Field Service Support Specialist will provide support and various administrative duties for the
Aftermarket field service team, as well as maintenance of the department's various systems. Support
will include processing of customers' on-site service orders, work order creation, billing of services,
service quotes, service invoicing, data input into our CRM & ERP systems, and support of general field
service operations and customer support. The position will provide administrative support directly to
customers, Field Service Engineers, Field Service Managers, in addition to the Sales and Factory
Service teams as required. Additionally, this position will assist the Service Team with business
process improvements, business analysis reporting and the support of various department systems.
This position is a hybrid position and will require working from the Boulder, CO office with the ability
to also work remotely as appropriate and as scheduled.
Key Characteristics
We are looking for a person who is self-directed, is attentive to details, is client focused, able to
manage a dynamic work environment, comfortable with customer interactions and capable of
balancing daily and weekly administrative priorities. An ideal candidate would be comfortable and
proficient with software applications related to customer management and business management
systems, as well as a succinct and efficient communicator. We are looking for a candidate that is
technically competent and has work experience in customer support, sales support, order
management and maintenance of customer & sales account information.
Duties & ResponsibilitiesProcess Purchase Orders for services – work orders, contracts, invoicingSupport & coordinate service orders for Field Service EngineersQuoting & Re-quoting of ServicesManage customer inquiries and billing & contract issues (Direct and Indirect)Pursue delinquent repair Purchase OrdersSupport Month End closure activitiesManage release and pre-service preparation for services for new instrumentsProcess Credit Card transactions for servicesInput, reporting and data updates in Salesforce (CRM)General support of Field Service Engineers, Field Service Managers and SalesCollaborate with cross-functional teams to identify and resolve complex customer issues and process bottlenecksSupport the development and maintenance of standard operating procedures (SOPs) for service operationsProvide subject matter expertise and guidance on service offerings and Salesforce (CRM) processesEnsure compliance with all aspects of on-the-job safety and with all Veolia policies and procedures