Field Services Analyst

Field Services Analyst

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.

The Field Services Analyst provides support to various departments and locations, depending on needs and demands, following appropriate protocols and procedures for each area. Identify and recommend solutions, technologies, and processes to improve end-user experience and increase capabilities.

Essential Duties & Responsibilities:

• Onsite and remote support
• Conduct onsite visits to store locations for hardware installation, repair, and maintenance.
• Troubleshoot and resolve technical issues related to functionality and performance.
• Resolve escalated issues in a timely manner and engage additional resources as needed.
• Collaborate with cross-functional teams to ensure timely completion of requests and support issues.
• Maintain accurate documentation of service activities, including service reports and customer feedback.
• Provide excellent customer service by addressing inquiries, concerns, and complaints in a professional and timely manner.
• Create user accounts in a timely manner following established processes.
• Store openings and relocations
• Conduct onsite visits to install hardware ensuring work is completed professionally and neatly.
• Relocate and decommission hardware at store locations as needed.

Core competencies:

• Proficiency with hand tools (drill/wrench/screwdriver) required for new store installations.
• High level of interpersonal skills – Role requires interaction with all levels of user up to and including C-Level Executives, must be able to communicate effectively and efficiently.
• Up to 25% per year of travel.
• Ability to lift 50 pounds to transport and install IT equipment.

Requirements:

• High school diploma or equivalent, with a focus on technical or mechanical coursework preferred.
• Proven experience in field services or a related role, with retail experience preferred.
• Strong problem-solving skills and ability to quickly diagnose and resolve technical issues.
• Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• 1-2 or more years progressive experience in IT operations.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.