Field Service Technician

About Forterra At Forterra, we are unleashing autonomy at scale to transform the battlefield. Our mission is to build the foundational platforms that enable an intelligent ecosystem to coordinate, adapt, and execute with speed and precision even in the uncertainty and disruption of modern conflict. In an era marked by rapid technological change and evolving threats, we design for flexibility, survivability, and operational dominance. Forterra delivers weapons, sensors, and battlefield effects through integrated autonomous networks reaching operational areas faster, safer, and without placing human lives at risk. Our systems operate with distributed control, dynamic routing, and real-time responsiveness, enabling sustained advantage across complex mission environments. About the role The Field Service Technician plays a critical role in providing hands-on technical support to ensure customer satisfaction, sustainment and optimal product performance. Reporting to the Director of Customer Success, the Field Service Technician monitors customer equipment readiness, provides diagnostics and repairs, delivers product trainings, and ensures continuous operational excellence and reliability at customer locations. This role emphasizes proactive communication, technical expertise, and customer relationship management to support company objectives. This role will support extended deployments in operational field environments, including possible active combat zones. What you'll do Customer Product Support: Monitor customer product readiness, identifying and resolving issues customers cannot independently address. Collaborate on-site with customers to diagnose and repair equipment-related issues, ensuring minimal downtime and optimal performance. Serve as a point of contact for customers to seek help to keep systems operational Technical Expertise and Troubleshooting: Assist customers by providing diagnostic and repair support via phone, email, or direct on-site interaction. Diagnose and resolve technical issues using systematic troubleshooting techniques and solutions. Conduct installations, maintenance checks, proactive services, and repairs to keep equipment operating efficiently. Training: Execute comprehensive training plans to educate customers and internal Forterra personnel on the operation, maintenance, and troubleshooting of equipment. Assess and document customer understanding and proficiency post-training, identifying additional support needs as required. Assist with continuously refining and enhancing training materials and processes based on customer feedback and operational insights, ensuring effective knowledge transfer and customer self-sufficiency. Documentation and Communication: Maintain detailed records of service activities, including issue diagnostics, resolution processes, asset usage, and customer interactions. Generate comprehensive Field Reports and Work Orders to provide actionable feedback to quality and engineering teams. Communicate service bulletins, informational notices, and product updates effectively to internal and external stakeholders, ensuring clear understanding and implementation. Customer Relationship Management: Foster professional relationships with customers through continuous communication, ensuring their technical needs and expectations are consistently met. Provide technical guidance to customers, enhancing their capability to manage and maintain equipment effectively. Actively contribute to improving customer experience through proactive customer support and issue resolution. Travel and Field Operations: Regularly travel to various customer sites to deliver essential on-site support, ensuring responsiveness and timely issue resolution. Extended deployments in operational field environments, including possible active combat zones Ensure readiness and compliance with all safety standards during travel and field service operations. Qualifications Extensive hands ... (truncated, view full listing at source)