About this role
Role Summary Installs, maintains, or repairs items or products ordered and supports customers through specialized technical or scientific knowledge/product applications in a customer's home or place of business. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature. Job Responsibilities Product Demos Demonstrate the features/attributes of the product/service and support requests for detailed demonstrations. Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service. Equipment Installation Help specialists set up and test new products or processes; install complex systems with guidance. Equipment Maintenance and Repair Troubleshoot and diagnose equipment and systems for emergency repairs and carry out preventive maintenance inspections. Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Customer Relationship Management / Account Management Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints. Customer Needs Clarification Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Work Scheduling and Allocation Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done. Health, Safety, and Environment Follow the organization's health, safety, and environment (HSE) policies, procedures, and mandatory instructions to identify and mitigate risks and to safeguard the environment and the well-being of self and others. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Education Post-Secondary Non-Tertiary Education Level 4