Field Sales Support Specialist

Customer Service Charlotte, North Carolina


Description

Summary:

The Field Sales Support Specialist will report to the Field Sales Support Manager and work with the North American sales team, product marketing and regional product managers to support test installations, including help install product where required, provide field training of new and existing customers on product operation and use, and assist in on confirming the ideal configurations for customers.   Project management skills, a customer first attitude, and a comfort level providing training and answering customer questions key components to this role.  Extensive travel will be required.

Responsibilities:

  • Collaborate with sales to ensure a high-quality customer experience for accounts that test or purchase technology solutions
  • Clearly show a high-level of product knowledge
  • Execute training programs to success that are directly shared with customers on field tests and installs
  • Spot opportunities for additional product applications 
  • Support RFP submissions and execute test agreements, help manage tests and installs
  • Demonstrate end to end project management skills within a complex retail operation, including product rollouts, testing, product replenishments, and special projects
  • Coordinate and/or Install hardware solutions at retail stores
  • Support sales team for any roadshows presentations and displays
  • Test the solution while onsite to ensure that everything is working as expected
  • Troubleshoot any unexpected challenges that may arise, potentially under challenging circumstances while in a retail setting and in front of the customer
  • Train Customers on how to use and maintain technology solutions once they are installed
  • Test success, achieve 90% conversion rate on tests, set up for success and execution 
  • Train 3rd party vendor for large roll outs
  • Availability for ongoing, ad hoc customer support
  • Ensure customer confidence and satisfaction throughout the entire process

Qualifications:

  • Bachelor’s Degree Required
  • 2+ years of experience with project management and installations (Ideal)
  • 2+ years of experience with installing and configuring hardware solutions in a retail environment (Ideal)
  • 70% or more travel, to including US and Canada
  • Strong Customer and Project Management Focus; with the skills to effectively communicate with both technical and nontechnical customers
  • Root cause analysis and problem-solving skills
  • Proficient with Microsoft Office; Word, Excel, PowerPoint, and Outlook
  • Competent using databases and software relevant to Project Management
  • Independent thinker, strategic mind set, and highly organized while multi-tasking