Implementation & Service Specialist

About the Role

The Implementation & Service Specialist (ISS) manages the execution phase of Hilti’s solution selling offerings (ON!Track, Fleet Management, Health & Safety, Productivity Software, etc.). This role requires close partnership with internal teams—Solutions Consultants, Field Sales, and Operations—to deploy implementations and elevate customer experience. You will also grow and protect customer value and ROI by selling additional hardware, services, and software within a designated geographical territory.

Responsibilities

• Conduct outside, face-to-face business activities to grow a loyal customer base within a designated territory while strengthening Hilti’s market position.
• Develop, analyze, and manage business plans for the customer database to maintain and expand Tool Service Solutions.
• Use Time and Territory Management (TTM) to zone territory by customer potential and previous sales, create daily schedules, and utilize sales productivity tools.
• Demonstrate consultative selling to identify customer needs for Hilti products or services.
• Conduct in-person, face-to-face demos of Hilti products and services.
• Train customers on Hilti Tool Service Solutions at all organizational levels.
• Identify key customer roles, understand their responsibilities and needs, and secure appointments with decision-makers at construction/industrial companies.
• Analyze and target customers based on potential, criteria, and business plans to identify gaps in service, software, or hardware.
• Collaborate with internal departments (materials management, logistics, credit, marketing, technical services, and customer service) to achieve goals.
• Partner with the field sales team in contract negotiations, assessing risk to reach profitable agreements and long-term customer engagement.
• Define and manage project schedules during solution implementations, assigning tasks and deadlines to the project team.
• Represent Hilti in customer project meetings, follow up on existing platforms to sell additional training/services, and collect user feedback.
• Perform additional duties as assigned.

Requirements

• High School Diploma or GED (required).
• Bachelor’s Degree or equivalent work experience (preferred).
• Minimum two years’ experience in Sales, Customer Service, Logistics, Operations, construction management, or a related technical field (required).
• Knowledge of construction methods and practices related to Hilti products (preferred).
• Experience with lean methodologies and process optimization (preferred).
• Understanding of project team dynamics (PMs, superintendents, safety reps, purchasing, etc.) and their interactions (preferred).
• Demonstrated cold-calling skills at customer offices and jobsites (required).
• Ability to thrive in ambiguous environments, both independently and in a team.
• Proven ability to develop engaged customer relationships and implement strategic concepts.
• Ownership mindset with excellent time and territory management skills.
• Persuasive, opportunity-driven, customer-focused, and collaborative.
• Proficient in MS Office Suite and smartphones.
• Maintain a professional business appearance per Hilti North America’s dress policy.

Vehicle/Driver’s License Requirements

• Company vehicle provided for carrying equipment for product demonstrations and implementations.
• Valid US driver’s license and compliance with Hilti North America Fleet Safety Policy (required).
• Responsible for prudent care and protection of company assets.

Benefits

• Competitive base salary and bonus potential.
• Robust benefits package, including:
  • Generous paid time off (vacation, personal days, health & wellness).
  • 2 days per year for community volunteer work.
  • Paid family leave.
  • Educational reimbursement.
  • 401(k) matching.
  • Medical, dental, and vision coverage.
  • Additional benefits tailored to employee needs.

Why Hilti

Hilti is a global leader in construction innovation, with over 34,000 team members across 120 countries. Guided by the purpose of Making Construction Better, we empower employees to use their strengths, collaborate with inclusive teams, and tackle meaningful challenges. At Hilti, your ideas, achievements, and growth create lasting impact through purpose, passion, and teamwork.

Commitment to Inclusion

Inclusion is central to how we work, lead, and grow at Hilti. We embrace diversity of thought and foster an environment where every voice is valued. By prioritizing inclusion, we strengthen our teams, innovation, and impact, making construction better together.