Field Engagement Specialist

Why The Role Exists: 

We aim to have a leading role in the unstoppable process of replacing mechanical keys with technology. We strive to incorporate our features and benefits into people’s daily lives. The Field Engagement Specialist is a customer-centric problem solver that interacts with customers and end users to ensure customer satisfaction, retention and standards compliance.   

The SALTO Group companies have a wide variety of resellers, end users, products, and solutions.  The role of a Field Engagement Specialist is to provide personalized support to ensure overall effectiveness and customer retention through site surveys, inspections, commissioning assistance and training.  This role has a keen eye to identify technical and operational challenges and works with the Program teams alongside Learning & Development, Product Management and Enterprise Services to improve first time use effectiveness and efficiencies while reducing hurdles and downtime frustrations.  The role is the canary in the coal mine for Salto, measuring the combined effectiveness of many efforts.   

How is SALTO North America organized? 

At SALTO NA, our team is structured into two types of working groups: Areas and Core Services. Areas are geographically focused and consist of a collection of Regions, which in turn include a collection of Territories. The purpose of Areas is to exceed customer expectations by leveraging their personal knowledge and understanding of our clients and partners. We empower Areas to anticipate and proactively act in the best interests of our clients, fostering local activities that are driven by insight and understanding. 

Areas work in tandem with our NA Core Services Team, which serves as the foundation for their operations. The Core Services team provides resources, programs, and services to both the Areas and their clients across the United States and Canada. It encompasses consolidated administrative, HR, Learning & Development, and accounting functions, as well as Sales program management and Marketing. Additionally, the Core Services Operations team includes Logistics, Technical Services, and Product Management.  The Enterprise Services Manager role within our Core Services team will work closely with each of these departments and leaders to build a highly effective delivery methodology for enterprise level applications in both, direct and in-direct sales models. 

To efficiently manage our work, we employ a four-layered approach. At the base is the production layer, which is overseen by the ensuring production layer. Mature production strategies and programs are decentralized to the local Areas for execution. Younger, less developed offerings incubate within the Core Services team until mature enough for decentralization.   

The standards for these layers are organized within playbooks by the managers within the process & systems layer, these are lateral colleagues of the VAR Services Manager.  The all layers, process & systems, ensure production and production are ultimately coordinated and prioritized by the strategy & integration layer. Each layer requires specific skills and attributes, and we actively encourage cross-training and lateral movement to foster skill development. As we operate in a rapidly growing environment, we highly value versatile team members who possess a diverse range of skills. 

What is a Field Engagement Specialist: 

A Field Engagement Specialist works within our Area Teams as the tip of the spear interacting with end users and partners ensuring overall customer advocacy and resolving issues.  These interactions provide for measuring the combined effectiveness of many efforts across the organization from technical certification to program playbooks.  They are a professional with technical and domain expertise responsible for constantly improving first time use effectiveness and efficiencies while reducing hurdles and any downtime frustrations.  

The main responsibility of a Field Engagement Specialist is to ensure customer satisfaction, retention and standards compliance across multiple industry applications and technologies regardless of routes to market.      

The Vision the Field Engagement Specialist Must Strive to Achieve: 

The Field Engagement Specialist plays a critical role in maintaining and building upon Salto’s brand reputation.  Our products are deployed at scale through a variety of programs that have been selected as the preferred or sole standard to enable the fulfillment of services and in some cases the realization of a 3rd party provider’s revenue goals.  The role aims to ensure consistent and exceptional results from these complex efforts.   

Sustainable Growth:  At SALTO, sustainable growth relies on ensuring a seamless customer experience. A successful Field Engagement Specialist ensures growth through customer satisfaction that results from exceptional customer service and the tailoring of our systems and processes into a highly reliable, efficient, repeatable and scalable solution.  

Fostering a Culture of Learning & Development: We aim to create a more engaged and motivated team that is better equipped to meet the challenges of a constantly evolving business landscape. Skills and abilities can be developed through hard work, dedication, and perseverance but they require transfer internally and externally through understanding of common goals, a collection of best practices, operating procedures and training development. We aspire to create a culture where employees are willing to take risks, learn from their mistakes, and strive for personal and professional growth. 

Building the Brand:  The Field Engagement Specialist makes their mark through human to human (H2H) relationships and by honoring our clients, partners, and each other in every interaction through respect, understanding and encouragement to be our best. We thrive by consistently delivering levels of service that match the excellence of our products and exceed others' expectations.   

Cultural Expectations of a Field Engagement Specialist: 

An effective Field Engagement Specialist at SALTO should demonstrate a commitment to ethical behavior and possess the ability to successfully work with others with diverse experiences and backgrounds. You must influence cross-functional teams as well as partners and end users without formal authority to drive results.  Cultural expectations shape the values and behaviors of our organization, and we prioritize values such as self-criticism, transparency, honesty, a desire to excel, ambition, closeness to the customer, collaboration, and passion. These values encourage us to be accountable for our actions, seek continuous improvement, and strive for excellence in all areas of our work. At SALTO, we emphasize the importance of respecting our clients, partners, and each other in every interaction and fostering a culture of learning & development through collaboration and transparency to achieve our goals. 

As a SALTO employee, effective communication skills are critical to your success. Here are some expectations around communication that you should strive to meet: 

1. Providing and Receiving Feedback: You are expected to provide constructive feedback to your team and colleagues regularly. You should also be open to receiving feedback from others, as this will help you to improve your skills. 

1. Conflict Resolution: You should be skilled in resolving conflicts with customers as well as within our team. This means being able to identify the underlying issues, actively listening to all parties involved, and working collaboratively to find a solution that satisfies all parties. 

1. Information Sharing: You are expected to be transparent and share information effectively across the organization. This includes keeping team members informed about changes in the organization, sharing updates on progress, and communicating expectations around projects and tasks. 

1. Clear and Effective Communication: You are expected to communicate clearly and effectively, whether it's through written or verbal communication. This means being concise, avoiding jargon, and adapting your communication style to the needs of your audience. 

1. Active Listening: You are expected to be an active listener. This means being fully present during conversations, asking clarifying questions, and showing empathy and understanding towards others. 

Responsibility Snapshot of a Field Engagement Specialist: 

Some of the typical duties of a Field Engagement Specialist may include: 

1. Project Planning: Create detailed project plans, including timelines, milestones, resource allocation, and budgeting. Ensure that project objectives are clearly defined. 

1. Team Coordination: Form cross-functional teams composed of individuals both internal and external with expertise in various areas to include physical hardware installation, commissioning, IT networking and user administration.    

1. Meetings and Communications: Conduct regular team meetings to discuss project progress, address any issues, and ensure that all team members are aligned with the project's goals.  Publish meeting notes for consumption by stakeholders. 

1. Documentation: Emphasize the importance of thorough documentation. Document product design specifications, installation procedures, test results, and any changes made during the deployment. 

1. Prototyping: Build and test product prototypes, making improvements based on the results. 

1. Quality Assurance and Testing: Define testing protocols and quality assurance standards that the team must adhere to during and after implementation.  

1. Issue Resolution: Develop a process for identifying and resolving issues that may arise during deployment. Assign responsibility for issue resolution and establish escalation procedures for complex problems. 

1. Continuous Improvement: Stay updated on industry trends and emerging technologies as a domain and market expert to enhance products and processes continually. 

Success Factors the Field Engagement Specialist will be held accountable to: 

This role is held accountable for the following key results related to delivering services:   

1. Maintain a monthly customer satisfaction feedback survey participation rate greater than 70%. 

1. Achieve greater than 95% on-site arrival punctuality for all scheduled site visits. 

1. Ensure that 100% of your coordinating actions (agreements, promises and commitments) are comprised of effective requests (including future actions, conditions of satisfaction and timeframe) that receive valid responses. 

Recurring Commitments: 

Some of the recurring responsibilities of a Field Engagement Specialist include but are not limited to: 

1. Professional Image:  Present yourself in a well-groomed manner in compliance with dress and appearance standards to reflect a professional image that is consistent with Salto’s brand to include wearing Salto branded apparel and a visible ID badge at all times during customer interactions to build trust and ensure easy identification. 

1. Domestic Travel: This role requires travel in excess of 75% of any given month.  Compliance with standards for usage of the company travel and expense platforms to book and reconcile travel needs and expenses is mandatory.  Failure to comply may result in termination.    

1. Personal Protective Equipment (PPE):  Carry and anticipate that PPE may be required on job sites to include a high-visibility vest, safety shoes, safety glasses, hard hat or other protective gear depending on the nature and status of the location.   

1. Supervisor 1-2-1 Meetings:  Participate in one-on-one meetings to receive and give feedback, review and set goals, discuss career development, and solve problems.  Meetings are held at the necessary cadence based on individual and company needs as determined between you and your supervisor. 

1. Departmental Meetings: bi-weekly departmental meeting participation to review results and align best practices as facilitated by your supervisor. 

1. Periodic Facilitation of Professional Development Sessions: Plan and facilitate professional development sessions such as train-the-trainer initiatives, soft skills training, mentoring sessions, etc.  

1. Monthly Company Town Halls: The Salto NA Team comes together monthly to discuss and review current topics including YTD and period financial performance, trends, and initiatives across multiple departments and industry segments. We celebrate wins, spotlight individual acts, and openly discuss challenges.  

1. Learning & Development:  Monthly completion of assigned TalentLMS courses to include passing grade on completion examinations. Tradeshow and Industry Events:  Collaborate with sales and marketing to participate in industry and application specific events. 

Performance Reviews: 

At SALTO, we value transparency and are committed to providing and receiving honest feedback.  Open communication and dialogue around expectations are critical to everyone’s success.  You can expect that as your initial probationary period expires, your supervisor will discuss topics that include an evaluation of current job performance, attendance, punctuality, adherence to company policies and procedures, and overall fit within the company culture. The review may also include discussions about your personal and professional goals and objectives. The review also serves as an opportunity for you to ask questions or provide feedback on your experience to date within the team. The overall goal of a probation period review is to determine whether we actually are a good fit together, and to identify any necessary actions that can help you succeed in your role with us.   

Upon the annual anniversary in your role, we conduct an annual review to provide feedback on job performance over the past year, to identify areas for improvement, to set goals for the upcoming year, to recognize achievements, and to discuss career development opportunities. Additionally, we use annual performance reviews to help to make informed decisions regarding promotions, raises, and training programs. 

Salto is a leading global access solutions provider, part of the SALTO WECOSYSTEM. We develop pioneering facility access, identity management, and electronic locking technology that ensures seamless, reliable, and secure experiences. Through close customer relationships and innovative solutions, our global team of experts create timeless and meaningful products that positively impact people and planet.

Last updated on Sep 11, 2024