Torchora
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Key Responsibilities and Required Skills for Field Operations Specialist

💰 $65,000 - $95,000

OperationsField ServicesProject ManagementCustomer SuccessLogistics

🎯 Role Definition

As a Field Operations Specialist, you are the face of our company and the driving force behind our success in the field. You will be responsible for the end-to-end management and execution of on-site deployments, installations, and service operations. This role requires a unique blend of technical aptitude, project management expertise, and exceptional interpersonal skills. You will travel to client sites to manage projects, troubleshoot complex issues, train end-users, and ensure that our solutions are delivered to the highest standards of quality and efficiency. You are the critical link between our clients and our internal teams, providing invaluable feedback to drive product improvement and operational excellence.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Field Service Technician
  • Project Coordinator
  • Technical Support Specialist
  • Logistics Coordinator

Advancement To:

  • Field Operations Manager
  • Regional Operations Lead
  • Senior Project Manager
  • Customer Success Manager

Lateral Moves:

  • Technical Account Manager
  • Logistics and Supply Chain Manager
  • Operations Analyst

Core Responsibilities

Primary Functions

  • Spearhead the end-to-end planning, scheduling, and execution of on-site projects, including installations, system upgrades, and maintenance activities.
  • Act as the primary on-site point of contact for clients, building strong relationships and ensuring a world-class customer experience from project kickoff to completion.
  • Perform hands-on installation, configuration, and integration of company hardware and software at various client locations.
  • Conduct comprehensive technical troubleshooting and diagnostics to rapidly identify and resolve on-site hardware, software, and network issues.
  • Manage all project logistics, including equipment shipping, team travel coordination, and on-site resource allocation to ensure projects remain on schedule and within budget.
  • Develop and deliver detailed training sessions to clients and end-users, ensuring they are proficient in using our products and solutions effectively.
  • Conduct pre-installation site surveys and assessments to determine project feasibility, identify potential risks, and define technical requirements.
  • Create, maintain, and diligently follow standard operating procedures (SOPs), checklists, and safety protocols for all field activities.
    t- Prepare and submit comprehensive field service reports, site visit summaries, and project status updates to internal stakeholders and leadership.
  • Manage and maintain an accurate inventory of tools, equipment, and spare parts required for field assignments.
  • Collaborate closely with cross-functional teams, including Sales, Engineering, and Customer Support, to ensure seamless project delivery and alignment.
  • Provide critical, real-world feedback from the field to Product and R&D teams to inform product improvements, bug fixes, and future development.
  • Ensure all on-site work is completed in compliance with company standards, industry best practices, and client-specific contractual requirements.
  • Lead and oversee the work of on-site contractors or junior team members, providing guidance and ensuring quality control.
  • Proactively identify opportunities for process improvement within field operations to enhance efficiency, reduce costs, and increase customer satisfaction.
  • Manage and de-escalate any on-site conflicts or challenges with professionalism, ensuring client relationships remain positive.
  • Maintain a high degree of technical proficiency and knowledge of the company's entire product suite and a deep understanding of our customers' industries.
  • Coordinate and perform preventative maintenance to ensure the long-term reliability and performance of deployed systems.
  • Document all technical issues, resolutions, and customer interactions meticulously in the company's CRM or ticketing system.
  • Uphold and champion the company's commitment to safety in all field activities, adhering to OSHA and other relevant safety regulations.

Secondary Functions

  • Assist in the development and refinement of technical documentation, knowledge base articles, and training materials for both internal and external use.
  • Participate in pre-sales activities by providing technical expertise and operational insights during client consultations.
  • Analyze field service data to identify trends, common failure points, and recurring issues, presenting findings to drive strategic improvements.
  • Support the onboarding and mentoring of new field team members, sharing best practices and operational knowledge.

Required Skills & Competencies

Hard Skills (Technical)

  • Project Management: Proficiency with project management methodologies and software (e.g., Jira, Asana, MS Project) to manage timelines, resources, and budgets.
  • Technical Troubleshooting: Strong diagnostic skills for hardware, software, and networking issues.
  • Hardware/Software Installation: Hands-on experience with installing, configuring, and testing complex technical equipment and software systems.
  • CRM/Ticketing Software: Experience using tools like Salesforce, Zendesk, or ServiceNow for case management and reporting.
  • Network Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, and basic network configuration and troubleshooting.
  • Reporting & Documentation: Ability to generate clear, concise, and accurate reports, status updates, and technical documentation.
  • Inventory Management: Experience with systems and processes for tracking tools, parts, and equipment.

Soft Skills

  • Client Relationship Management: Exceptional ability to build rapport, manage expectations, and foster strong, positive relationships with clients.
  • Problem-Solving & Critical Thinking: Adept at analyzing complex situations, identifying root causes, and implementing effective solutions under pressure.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Adaptability & Resilience: Thrives in a dynamic, travel-heavy environment and can gracefully handle unexpected changes and challenges.
  • Self-Motivation & Autonomy: A proactive self-starter who can work independently with minimal supervision and manage their own schedule effectively.
  • Attention to Detail: Meticulous approach to tasks, ensuring accuracy and quality in all aspects of work, from configuration to documentation.
  • Leadership & Teamwork: Capable of leading on-site teams and collaborating effectively with internal departments to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree in a relevant field or equivalent practical experience in a technical, hands-on role.

Preferred Education:

  • Bachelor's or Master's degree in a technical or business-related discipline.

Relevant Fields of Study:

  • Operations Management
  • Business Administration
  • Engineering (Mechanical, Electrical, Computer)
  • Information Technology or Computer Science

Experience Requirements

Typical Experience Range: 3-7 years in a field service, technical support, or project coordination role.

Preferred: Demonstrable experience in a client-facing, technical field role that involves extensive travel. A proven track record of successfully managing complex installations, deployments, or technical projects from start to finish is highly desirable.

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