Proactive Service Representative
On-site · Grand Rapids, Michigan, United States
Job Summary
Proactive Service Representative performs scheduled Preventive Maintenance Inspections (PMIs) and modernization/upgrade installations as part of the Proactive Service Team. Responsibilities include executing planned troubleshooting, coordinating readiness before on-site visits, communicating findings and recommendations to customers, delivering basic operator or maintenance coaching, and completing service reports and upgrade documentation. The role emphasizes field service execution, documentation, and collaboration with Scheduling, Parts, Proactive Service Manager, Technical Support, and Regional Service teams to improve machine uptime, extend equipment life, and support lifecycle service revenue. Key skills include mechanical/electrical/pneumatic/control systems proficiency, strong problem-solving, clear customer communication, thorough documentation, and the ability to travel extensively to customer sites.
Required Qualifications
- 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
- 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
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