Senior Field Service Technician (Remote Support Specialist)

Our client is seeking a dedicated and highly skilled Senior Field Service Technician with expertise in remote support to join their fully remote cleaning and sanitation services division. This is a crucial role responsible for providing expert technical assistance and guidance to field teams and clients, troubleshooting complex equipment and process issues, and ensuring the highest standards of service delivery from a remote perspective. You will serve as a primary point of contact for escalated technical challenges, utilizing advanced diagnostic tools and your extensive knowledge to resolve problems efficiently. The ideal candidate possesses a strong mechanical and electrical aptitude, exceptional problem-solving abilities, and a proven track record in technical support or field service, preferably within the cleaning and sanitation industry. This is a remote-first position, offering the flexibility to work from anywhere in the United States, requiring excellent communication skills, self-discipline, and the ability to guide and train others virtually. Responsibilities include conducting remote diagnostics, guiding on-site personnel through repair procedures, analyzing service reports to identify trends, and recommending preventive maintenance strategies. You will also contribute to the development of training materials and best practices for field technicians. Your ability to document issues clearly, escalate appropriately when necessary, and maintain accurate service records will be essential. We are looking for an individual who can think critically under pressure, provide clear and concise instructions, and maintain a professional demeanor while assisting remote teams. A strong understanding of various cleaning equipment, machinery, and sanitation protocols is highly advantageous. Experience with remote diagnostic software and digital communication platforms is required. This role is vital in ensuring operational continuity and customer satisfaction by providing expert, timely, and effective remote technical support.
Responsibilities:

• Provide expert remote technical support for cleaning and sanitation equipment.
• Diagnose and troubleshoot complex technical issues using remote tools.
• Guide on-site personnel through repair, maintenance, and operational procedures.
• Analyze service data to identify recurring problems and recommend solutions.
• Develop and update technical documentation and training materials.
• Collaborate with product development and engineering teams on equipment improvements.
• Ensure adherence to safety and sanitation protocols during all remote guidance.
• Maintain accurate records of service requests, resolutions, and equipment performance.
• Contribute to the continuous improvement of remote support processes.
• Act as a subject matter expert for cleaning and sanitation technology.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field preferred.
• 5+ years of experience in field service, technical support, or a related role, preferably in industrial equipment.
• Proven expertise in diagnosing and troubleshooting mechanical and electrical systems.
• Strong understanding of cleaning equipment, machinery, and sanitation standards.
• Excellent communication, listening, and interpersonal skills for effective remote guidance.
• Proficiency with remote diagnostic software and digital collaboration tools.
• Ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving and analytical skills.
• Commitment to customer service excellence.

This is a fantastic opportunity to leverage your technical expertise in a flexible, remote work environment.