Experience Inc. Jobs

Field Service Representative (NE US, Remote)

Make Your Mark. Shape Your Future.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of nearly 60,000 professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®

Field Service

As a Field Service Representative you will primarily responsible for inspection of malfunctioning or damaged products to determine the nature and scope of the problem. You’ll recommend repair, replacement or other corrective action to customer problems or complaints while maintaining detailed customer visit reports. You’ll provide on-site technical assistance for field repairs, which may require travel. Additionally, you’ll be responsible for assisting with the handling, scheduling and tracking all incoming rework business from customers and will assist Technical Service with various duties. Specifically, you’ll:

• Inspect malfunctioning or damaged products to determine the nature and scope of the problem

• Recommend repair, replacement, or other corrective action to customer problems.

• Repair and analyze attachment faults utilizing standard test equipment and tooling, including finite measuring tools

• Provide on-site technical assistance to oversee repairs performed by outside agency or dealer is necessary

• Analyze results of technical problems to determine trends that may affect future designs, production, service or maintenance processes, and recommends modifications to minimize future problems

• Satisfy customer needs by making appropriate recommendations and briefings using appropriate field automation systems, procedures, and protocols driving problem resolution

• Interpret maintenance manuals, schematics and engineering drawings and executes repairs

• Maintain customer satisfaction by investigating customer complaints, identify resolutions and recommend system or operating improvements to enhance processes

• Develop a program to identify key breaker and shear strategic initiatives

Technical Service

You’ll be primarily responsible for all product and technical support related to OEM, Dealer and customer inquiries for all designated site locations. You’ll deliver and ensure 100% total customer satisfaction in accordance with Stanley Infrastructure Customer Service guidelines and metrics. You will interface with functional areas of the business including, but not limited to, engineering, manufacturing, quality, sales and customers both internally and externally. Specifically, you’ll:

• Provide Technical expertise on all Stanley Infrastructure products

• Process Warranty claims, credits, Rebills, etc. and prepare correspondence to fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction

• Assist in diagnosing and preparing of work orders, job orders, BOM’s, etc. for the purpose of outlining necessary rework of customer owned products returned to facility for such purpose

• Adhere to all safety, health and environmental procedures, policies and practices always

• Provide product training to all functional areas including Inside Sales, Dealers, OEM’s, Account Managers, etc.

• Assist Engineering department with design issues, assist Sales department with demo’s, show set up and installations

• Resolve all telephone, email or written request for technical or service assistance for all Stanley Infrastructure products in a timely manner

• Assist in determining if service request, or part issues are, or are not, to be covered by warranty, credit, etc.

• Follow all job-related work instructions and carry them out to completion as outlined.

• Ability to read and interpret policies/ procedures/department guidelines/ safety rules and regulations

• Demonstrate ability to communicate orally and in written form effectively with co-workers, departments, supervisor and customers/ dealers as job dictates

The Person

You’re an experienced field or technical service professional who enjoys trouble shooting, analyzing and diagnosing mechanical and/or hydraulic problems and repairs. You’re agile and adaptable but work with precision to ensure we deliver top-notch customer experiences. You enjoy working in a fast-paced environment where the ability to multi-task is essential.

You also have:

• A focus on providing world-class customer service focus

• Strong mechanical aptitude with extensive knowledge of hydraulics

• Demonstrated success in problem solving; must be solution-oriented, resourceful, and innovative

• 2-3 years of related field service experience or training; or equivalent combination of experience and training

• Ability to read blueprints and parts schematics

• Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and overall computer proficiency

• Ability to travel up to 50% of the time with overnight travel required

• Excellent driving record

The Details:

Competitive salary

Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off and tuition reimbursement.

Discounts on Stanley Black & Decker tools and other partner programs

And More:

Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.

Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera® and online university.

Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.

Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.

#LI-REMOTE

#LI-LG1

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:

Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843.

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