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Title: Field Service Technician (Remote - US)

Department: Encore

Employment Type: Full-Time/Permanent

Location: US-based, ideally in Chicago or Dallas, with the ability to travel to the US and abroad

Who Are We?

Founded in 1944 by A.A. DeFehr in Winnipeg, Palliser has grown into one of North America's leading furniture manufacturers. We value our employees, clients, our communities, our natural environment and providing the best customer experience possible. At Palliser, we produce quality and demand excellence.

What Would You Do?

Palliser Furniture Ltd. is currently seeking an energetic and dedicated individual to fill the role of a Field Services Technician based in the United States to provide remote and on-site support for our customers across the U.S. The ideal candidate will have strong technical expertise, excellent customer service skills, and the ability to manage multiple tasks efficiently in a fast-paced environment.

The role will involve travelling to customer locations, assessing technical needs, and delivering tailored maintenance solutions.

The duties and responsibilities of this position would include:

• Provide exceptional customer service in person, over the phone, and via email to address inquiries, resolve issues, and build strong relationships.
• Collaborate with the sales and technical teams to ensure customer satisfaction and align services with company goals.
• Manage service schedules, ensuring timely visits and efficient use of resources.
• Conduct on-site assessments of customer installations to evaluate technical needs and identify maintenance requirements.
• Collaborate with the sales and technical teams to ensure customer satisfaction and align services with company goals.
• Manage service schedules, ensuring timely visits and efficient use of resources.
• Conduct on-site assessments of customer installations to evaluate technical needs and identify maintenance requirements.
• Perform technical audits on aging recliners and other furniture to assess performance, wear, and safety.
• Prepare detailed reports on findings, including recommendations for improvement, cost estimates, and timelines.
• Maintain a comprehensive understanding of Encore's products and services to effectively communicate value to customers.
• Stay informed about industry trends and best practices to continuously improve service offerings.
• Develop and present tailored maintenance project quotes and recommendations to customers.
• Identify opportunities to upsell or cross-sell additional products and services to meet customer needs.

What Do You Bring?

• Strong mechanical and technical aptitude with the ability to diagnose and solve issues effectively.
• Excellent interpersonal and communication skills, with the ability to manage customer relationships professionally and empathetically.
• Proven ability to work independently and manage time effectively in a fast-paced environment.
• Proficiency in Microsoft Office Suite and familiarity with CRM systems.
• Willingness and ability to travel extensively (50-70%).
• Valid driver's license and passport.

Why Work with Us?

As Palliser grows, we recognize the importance of investing in our people, as well as the people who will bring us to the next level in the furniture industry.
Palliser is committed to fostering an inclusive environment where all employees and customers feel valued, respected, and supported. We are dedicated to creating a workforce that reflects the diversity of the communities in which we live, and an environment where every employee has the opportunity to excel.
We offer plenty of benefits to the people who made us what we are today

• Employee Family Assistance Program
• Comprehensive benefits package, including life, health, dental, disability
• Potential RRSP Match Program
• Employee Furniture Purchase Program
• Professional Development Opportunities
• Free Parking

What's Next?

Apply now and tell us why you'd make an excellent fit for this position.