Field Service Advisor

The Field Service Engineer works in conjunction with the sales team as the key technical advisor and plumbing products advocate to assure complete customer satisfaction throughout all stages of the sales process. You will become the go to person for Sloan product application and provide unbiased implementation of company policies and procedures. The individual must be able to establish and maintain strong relationships throughout the sales cycle.

Application Engineers are the primary technical resource for the field sales force and are responsible for actively driving and managing projects to completion which may include site assessments, product selection, installation oversight, product training, etc. Application Engineers provide guidance, direction and training, both remote and onsite, to Sloan s regional sales managers, manufacturing rep network, customers, contractors, engineers, wholesalers, etc.

Handles overflow calls for Technical Support when not engaged in field work.

• Completes job site assessments on projects, especially those with performance contractors, to better understand the existing plumbing systems, products and performance prior to order submittals. These assessments include analyzing the upstream conditions (i.e. water pressures, water supply pipe sizes, PRV presence, water quality, etc.), fixture and valve manufacturers, age and conditions and downstream conditions (i.e. pipe line conditions). Interprets customers  needs and makes recommendations on plumbing system improvements, product selection and tests solution in one or two fixtures or restrooms before converting entire building.
  
  Travels to project sites to perform start-up, integration and training services.
• Performs on-site field investigations and troubleshooting, utilizing expert knowledge, to resolve product issues. Captures and analyzes field data for Engineering / Manufacturing review in order to mitigate product failures, initiate corrective actions and aid in new product development and/or product improvements. Handles overflow calls for Technical Support when not in the field.
• Provides direction and support to the Sloan Service Network during new product launches at customer facilities. Performs product training seminars at customer locations for maintenance personnel, plumbing organizations, manufacturer s reps, contractors and other stakeholders. Training to focus on maintenance, repair, operation and troubleshooting of Sloan products, amidst a variety of commercial operating systems.
• Maintains accurate records of target accounts, opportunities, quotes, projects, contacts and correspondence in Cloud for Customer and Cloud for Service databases.
• Authors reports, repair bulletins or best practices documents related to field findings
• Reviews technical documentation to ensure accurate and complete information is present. Initiates change process and repair bulletins when necessary.
• Documents and delivers best practices for diagnostic and repair procedures via all forms of media (written, verbal, video, etc.)

• 5+ Years advanced troubleshooting methods and field quality assessment.
• Ability to interpret maintenance manuals, schematics and wiring diagrams to install, disassemble, assemble and repair product.
• General knowledge of plumbing controls systems
• Strong knowledge and understanding of service and installation processes
• Ability to prioritize and project multiple customer issues and situations
• Ability to read and interpret plumbing system drawings
• Ability to travel up to 50%
• Drive customer information with facts avoiding unsubstantiated claims of product performance
• Proven ability of problem solving and quality improvement tools including corrective and preventative action.
• Strong written, verbal and presentation skills with the ability to translate and communicate technical information across a broad audience. Proven skills with positive customer interactions.
• Work independently with ability to submit timely reports on customer recommendations and reports to home office and supervisor