Field Service Representative Jobs

What is an FSR?

Defining the FSR role is not the simplest of tasks. Differences in distributorship, unique office visions, and personal perspective might contribute to variations in application and execution of the role. This guide focuses on the Field Service Representative role from a factory support perspective, detailing the baseline responsibilities of the position and sharing Best Practices for consideration. It is management teams to customize a strategic plan to accept and implement for respective territory or distributorship.

Facets of the FSR Role

An effective FSR assumes many ‘sub-roles’ to influence the behavior, profitability, and overall customer satisfaction of their dealer partners.

FSR Customers

An FSR will foster working relationships with a broad, if not the most expansive, collection of both internal and external customers.

The role of the FSR position is to

• Provide direct support for the application, installation, and servicing of Trane and/ or American Standard products via phone, email, and on-site assistance occurrences.
• Provide indirect support through administering the warranty, rework, Customer Relations, and claims processes.
• Provide educational opportunities related to the proper design, application, installation and servicing procedures targeted to maximize system performance, minimize failures, and increase customer satisfaction and dealer profitability.

The FSR Mission statement can be summarized as:

To actively, purposefully, and in a timely manner, engage dealer partners in understanding and following proper installation and service procedures to improve contractor profitability. Successful engagement increases dealer profitability by:

• Efficient execution of repairs, when required
• Increased revenue by ‘up selling’ in a proper install environment
• Improved customer satisfaction
• Minimizing warranty exposure

The vision of an FSR is to improve customer satisfaction for both dealers and homeowners alike. To deliver on this vision, the focus will be on communication of, and strict adherence to, repair standards and the development and delivery of focused training programs. An FSR shall respect the dealers and work within their weakness to improve their technical capabilities.

Salary:

From $52,000 - $100,000/yr based on experience

Disclaimer: This base salary range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.