Customer Experience Strategic Account Representative

Fieldpiece is a privately held, global leader in professional HVACR tools and test instruments. We're known for developing innovative products that technicians rely on every day - and for investing in our people, our technology, and our future. Named one of the Best Places to Work in Southern California for four consecutive years, we're looking for talented people who want to make an impact while growing their careers.

We're hiring a Strategic Account Representative for our Customer Experience team who thrives on building relationships in a B2B environment, solving problems, and finding opportunities to help customers. In this role, you'll manage relationships with some of our most important distributors and customer accounts, serving as a trusted partner and liaison between our customers, Sales, Supply Chain, and Operations teams. You'll go beyond responding to customer needs by anticipating challenges, analyzing purchasing trends, identifying growth opportunities, and helping customers get the most out of their partnership with Fieldpiece.

If you're a proactive, relationship-driven professional who enjoys combining customer engagement, business insights, and problem-solving to make a meaningful impact, we'd love to hear from you!

What You'll Do

• Build Strong Customer Partnerships: Manage a portfolio of strategic distributors and key accounts, developing trusted relationships with buyers, decision makers, and other customer stakeholders.
• Drive an Exceptional Customer Experience: Proactively manage customer needs related to orders, pricing, inventory, shipments, returns, and service concerns, ensuring timely resolution and follow-through.
• Partner with Sales: Collaborate with our Sales team to support customer retention, account growth, product launches, promotions, and strategic sales initiatives.
• Turn Data into Action: Analyze purchasing patterns, order trends, account performance, and customer activity to identify inventory concerns, improve order planning, anticipate risks and demands, and recommend improvements.
• Lead Account Reviews: Prepare and present customer scorecards, business reviews, and performance insights that strengthen relationships and support business decisions.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 5+ years of experience supporting strategic B2B customers, distributors, or key accounts within a physical product-focused business.
• Strong understanding of order management, inventory, forecasting, and customer operations.
• Experience preparing and presenting customer business reviews, performance scorecards, or account insights.
• Experience working with ERP and CRM systems such as Microsoft Dynamics, Business Central, Salesforce, or similar platforms.
• Ability to analyze customer and sales data, recognize trends, and translate insights into actionable recommendations.
• Excellent communication, relationship-building, and problem-solving skills, with the confidence to engage customers and internal stakeholders at all levels.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities while consistently delivering on commitments.
• A proactive, solutions-oriented mindset with a genuine passion for helping customers succeed.
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Teams.

Why You'll Enjoy Working at Fieldpiece

• As a privately held company, we invest for the long term - in our people, our products, and our future. That means we can focus on innovation, continuous improvement, and building lasting careers rather than chasing short-term results.
• Make a meaningful impact with a company where your ideas are heard, your expertise is valued, and your contributions help shape the future of our products and business.

Benefits & Perks

We believe great work starts with supporting our employees. That's why we offer a competitive total rewards package designed to promote your health, financial well-being, work-life balance, and professional growth.

• Competitive base salary plus an annual bonus
• Comprehensive, heavily subsidized medical, dental, and vision coverage
• 401(k) with company match and immediate vesting
• Generous paid time off and paid holidays
• Hire to Retire philosophy - Individual Development Plans for everyone and a commitment to support career development
• Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Employee Assistance Program (EAP)
• Music program – music rooms in all US offices with onsite guitar, piano, and voice lessons in California (classes can be streamed for other offices)
• Recognition programs, launch parties and team building events to share successes

Our Culture

At Fieldpiece, our values shape how we work, collaborate, and serve our customers every day. We use the TURTL acronym to show that we believe in:

Tribe – We collaborate, support one another, and win as a team.

Upfront Homework – We come prepared, begin with the end in mind and address obstacles with creativity, grit and tenacity.

Right Stuff – We deliver innovative solutions by seeing through the eyes of our customers and use purposeful critical thinking to lead to greatness.

Trust – We build strong relationships through credibility, accountability and transparency.

Lean – We embrace curiosity, continuous improvement, learning from failures and delivering results.

No Ego – We leave titles and egos at the door, value the best ideas regardless of where they come from, and work together with humility, openness, and mutual respect.

The California compensation range for this role is currently $23 – 29/hour plus bonus. Pay scales are determined by role, level, location, and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. We can share more information about our bonus program and benefits during the hiring process.

EOE AA M/F/Veteran/Disability