Sr. Field Support Specialist

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, reaching a revenue of $2 billion in 2024.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

Sr. Field Support Specialist (FSS)role is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment. The Sr. FSS is responsible for executing first & second level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls and to provide training in support of all technology offerings. The Sr. FSS also provides hands on support and deployment services for workstations and desktop software.

Primary Duties

• Maintains professional and positive attitude during all client interactions and team meetings.
• Provides front-line support and response to solve all problems reported by clients.
• Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.
• Follows demand management process to receive, prioritize, document and actively resolve client's requests.
• Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.
• Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.
• Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required.
• Coordinates interactions across all IT support channels in real time.
• Serves as liaison between IT and clients.
• Makes recommendations to the Lead- Field Support for changes in procedures and systems providing support to clients.
• Provides training for technology applications and products.
• Composes routine correspondence for electronic distribution.
• Conducts research, compiles and displays all Client Service statistical reports.
• Manages all conference rooms and their state of readiness including : supplies, working condition of audio and video equipment and the general operating appearance.
• Orders and maintains all supplies and arranges for equipment maintenance.

Qualifications

Education / Experience

The US base rate for this full-time position is . The actual base pay offered to the successful candidate will depend on multiple factors, including but not limited to job-related knowledge and skills, experience, business needs, geographical location, and internal pay equity. Compensation decisions are made based on the specific facts and circumstances of each role and candidate.

As a Dorman US contributor, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid time off (sick / vacation), and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and paid time off starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO / AA Employer M / F / D / V. www.DormanProducts.co

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Nearest Major Market : Nashville

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Field Service, Computer Science, Help Desk, Information Technology, Manufacturing, Technology, Automotive