Proactive Service Representative

Summary

Stiles Machinery is a company specializing in machinery services, and they are seeking a Proactive Service Representative. This role focuses on delivering high-value service engagements, including preventive maintenance inspections, modernization installations, and customer training to enhance machine uptime and customer satisfaction.

Responsibilities

• Perform scheduled Preventive Maintenance Inspections (PMIs) following standardized checklists, procedures, and documentation requirements
• Execute modernization and upgrade installations (controls, software, safety, mechanical/electrical assemblies) per defined playbooks and quality standards
• Conduct planned troubleshooting and condition-based corrective actions identified through machine history, advisories, or proactive campaigns
• Review job scope, machine configuration, service history, and required parts/tools prior to travel
• Coordinate with Scheduling, Parts, and the Proactive Service Manager to ensure readiness before arrival on site
• Maintain required tools, software versions, firmware, service kits, and test equipment
• Serve as a proactive, trusted technical resource during on site visits
• Communicate findings clearly, including risks, recommendations, and improvement opportunities
• Deliver basic operator or maintenance coaching during visits as appropriate
• Represent Stiles professionally and reinforce the value of proactive service agreements and modernization programs
• Complete service reports, PMI checklists, and upgrade documentation accurately and on time
• Capture machine condition data, photos, measurements, and recommendations to support follow up actions
• Provide feedback to the Proactive Service Manager, Technical Support, and Product teams regarding recurring issues or improvement opportunities
• Partner with Regional Field Service Representatives to support skill transfer and best practice sharing
• Support pilot programs, new PMI procedures, tooling standards, or modernization offerings
• Participate in training, certifications, and standardization efforts led by Stiles University or Technical Support
• Recognize and mitigate safety hazards in accordance with company standards

Skills

• 3–7+ years of experience as a Field Service Representative, Maintenance Technician, or similar technical role in industrial equipment or CNC machinery
• Strong working knowledge of mechanical, electrical, pneumatic, and control systems
• Demonstrated experience performing PMs, alignments, inspections, upgrades, or installations preferred
• Ability to work independently in the field with strong planning and organizational skills
• Valid driver's license and ability to travel extensively
• Strong diagnostic and structured problem-solving skills
• Excellent written and verbal communication with customers and internal teams
• Discipline in documentation, checklists, and standardized work
• Customer-centric mindset with a focus on uptime, reliability, and long-term value
• Proficiency with Microsoft Office (Word, Excel, Outlook); familiarity with CRM/ERP and service reporting tools
• Safety-focused and detail-oriented

Qualifications

Must Haves

• 3–7+ years of experience as a Field Service Representative, Maintenance Technician, or similar technical role in industrial equipment or CNC machinery
• Strong working knowledge of mechanical, electrical, pneumatic, and control systems
• Demonstrated experience performing PMs, alignments, inspections, upgrades, or installations preferred
• Ability to work independently in the field with strong planning and organizational skills
• Valid driver's license and ability to travel extensively
• Strong diagnostic and structured problem-solving skills
• Excellent written and verbal communication with customers and internal teams
• Discipline in documentation, checklists, and standardized work
• Customer-centric mindset with a focus on uptime, reliability, and long-term value
• Proficiency with Microsoft Office (Word, Excel, Outlook); familiarity with CRM/ERP and service reporting tools
• Safety-focused and detail-oriented