Field Support Agent

United Uptime is seeking a motivated and technically inclined Field Support Agent to join our Remote Services and field support team. This fully remote position plays a critical role in supporting field technicians, improving service processes, and helping develop tools and resources that enhance operational efficiency across the organization. As a Field Support Agent, you will serve as an extension of our field operations team by providing real-time troubleshooting assistance, technical guidance, and process support. This role combines hands-on technical problem solving with documentation development, warranty administration, and participation in innovative technology initiatives.

Key Responsibilities

Technical Support & Field Assistance - Provide remote troubleshooting support to field technicians during service calls. - Act as a technical resource and training extension for technicians by coaching and guiding them through diagnostic and repair processes. - Support issues related to fuel system equipment, service technologies, mobile tablets, and operational processes. - Coordinate with internal departments to ensure technicians receive the appropriate assistance and resources needed to resolve customer issues. Managed Services Support - Monitor and support managed customer accounts through Insite360 and other service management platforms. - Assist with service portal administration and customer support activities. - Help identify opportunities to improve customer service delivery and system performance. Warranty Program Support - Support the development, implementation, and administration of warranty service processes. - Assist branches with warranty claims, documentation, and related administrative functions. - Maintain accurate records and ensure warranty activities are completed efficiently and consistently. Documentation & Process Improvement - Create, maintain, and improve troubleshooting guides, process documentation, and technical reference materials. - Work closely with operations and training teams to identify common support issues and develop solutions. - Assist in testing and validating procedures to improve technician effectiveness and service quality. Technology & Innovation Initiatives - Support the implementation and testing of AI-powered technician support tools. - Validate troubleshooting workflows and provide feedback on system effectiveness. - Participate in continuous improvement initiatives focused on increasing technician productivity and customer satisfaction. Qualifications - Experience troubleshooting mechanical, electrical, networking, or service-related equipment. - Strong communication skills with the ability to explain technical concepts clearly over the phone and through written documentation. - Comfortable working independently in a remote environment. - Proficiency with Microsoft Office applications and web-based service management tools. - Strong organizational skills and attention to detail. - Experience in petroleum equipment, fuel systems, field service operations, or technical support environments is preferred. What We're Looking For - A self-starter who enjoys solving problems and helping others succeed. - Someone passionate about technician development and process improvement. - A team player who can collaborate across multiple departments. - An individual who embraces technology and enjoys helping develop innovative support solutions.