Field Product Specialist

About the role

The Field Product Specialist plays a crucial technical role within the After-Sales organization, focusing on product expertise and field support.

Responsibilities

• Act as the primary technical product reference for all assigned product lines, supporting internal teams, dealers, and strategic customers.
• Provide advanced-level technical support for complex or critical issues that cannot be resolved by first-line teams.
• Analyze complex and recurring failures using field data, service history, warranty reports, and real operating conditions.
• Collaborate with the OEM and engineering teams to identify root causes, propose corrective actions, contribute to product improvements, and participate in the validation and deployment of service bulletins, technical campaigns, and product updates.
• Design and deliver technical training for internal technicians and dealers, contributing to the development of training materials and supporting the technical onboarding of new technicians.
• Participate in the analysis of complex warranty cases and contribute to warranty cost reduction through improved diagnostics, prevention of recurring failures, and support continuous improvement of service procedures.
• Support commercial development by providing technical expertise during product demonstrations, customer and dealer presentations, and identifying additional sales opportunities.
• Contribute to the updating and standardization of technical documentation and service procedures, ensuring clear and structured communication with internal teams, dealers, and customers.

Requirements

• Technical or vocational diploma in mechanics, electromechanics, hydraulics, electronics, or related field.
• Additional training in after-sales service, technical support, or applied engineering (asset).
• OEM certifications or manufacturer training related to motorized products, heavy equipment, or complex systems.
• Training in advanced diagnostics, failure analysis, or problem-solving methodologies (e.g. root cause analysis).
• Excellent organization skills and strong attention to details.
• Ability to interact with end customers, dealers, and internal teams.
• Experience managing multiple priorities simultaneously in a dynamic environment.
• Experience or strong aptitude for technical coaching and field training technicians or partners.
• Ability to simplify complex technical concepts without compromising accuracy.
• Experience or strong aptitude for train-the-trainer and field-based training approaches.
• Hands-on, pragmatic leadership skills.
• Autonomous with a results-driven approach.

Qualifications

• 5 to 10 years of field experience in after-sales service, technical support, or maintenance of complex equipment.
• Demonstrated experience in snow removal equipment or snow-removal industry.
• Proven experience as Senior Technician, Lead Technician, Field Service Specialist, or equivalent role.
• Strong experience with OEM environments or dealer networks.