Field Support Agent

Industry Best Service!

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.

United Uptime Services is an EEO employer - M/F/Vets/Disabled