Field Service Specialist

Overview:

The Field Service Specialist serves as a key liaison between customers, field service technicians, and internal business teams to ensure the successful execution of service activities and account management objectives. This role is responsible for coordinating field operations, supporting customer relationships, overseeing service technician activities for assigned accounts, and identifying opportunities to enhance customer value through indirect upselling of products and services.

The ideal candidate will possess strong customer service skills, operational coordination experience, and hands-on laboratory experience involving sample collection and analysis. The position requires effective communication, attention to detail, and the ability to work within established processes, procedures, and contractual frameworks.

Location: Baton Rouge, LA

Typical Duties/Tasks/Responsibilities:

Account & Customer Management

• Serve as the primary point of contact for assigned customer accounts, ensuring a high level of customer satisfaction.
• Support account management activities by coordinating service delivery and responding to customer inquiries and concerns.
• Build and maintain positive customer relationships through consistent communication and follow-up.
• Identify customer needs and communicate potential service, product, or solution opportunities to account managers and commercial teams.
• Support indirect upselling efforts by promoting value-added services and operational improvements.

Field Service Coordination

• Coordinate and oversee daily activities of field service technicians assigned to customer accounts.
• Ensure service schedules, work assignments, and customer requirements are communicated effectively.
• Monitor service execution and provide support to field personnel to ensure timely and quality service delivery.
• Assist in resolving operational issues and escalating concerns as appropriate.
• Maintain service records, reports, and documentation to ensure compliance with business requirements.

Operations Support

• Contribute to the development and execution of annual operational plans for the department and service team.
• Assist in implementing operational improvements and process enhancements.
• Communicate the impact of product, process, or procedural changes to team members and stakeholders.
• Follow established guidelines, procedures, and contractual requirements to ensure consistent service delivery.
• Participate in simple project activities and provide coordination support for operational initiatives.

Laboratory & Sample Analysis

• Collect customer samples in accordance with established procedures and safety standards.
• Perform laboratory analysis and testing on collected samples.
• Document, interpret, and communicate test results accurately to internal teams and customers as required.
• Maintain laboratory equipment and ensure compliance with quality and safety requirements.
• Support troubleshooting efforts by providing analytical data and technical observations.

Collaboration & Communication

• Work closely with business unit personnel, field service teams, laboratory staff, and account management teams.
• Gather, organize, and communicate technical information to support customer and operational needs.
• Participate in team meetings, performance reviews, and operational planning discussions.
• Provide guidance and support to field personnel regarding customer expectations and service requirements.

Qualifications/Requirements:

• Education: Bachelors Degree in Chemistry or related field preferred.
• Minimum 2 years experience in field service coordination, customer service, account management, laboratory operations or a related field.
• Experience collecting samples and performing laboratory analysis/testing.
• Experience managing customer accounts and providing exceptional customer service.
• Proficiency with Microsoft Office applications and reporting tools.
• TWIC Card preferred
• Must be a US citizen or permanent resident

Please note that your resume and candidacy is subject to customer approval and acceptance and clearing of the required background check. Salary is negotiable and commensurate with background and applicable required job experience.