Installs, maintains, or repairs items or products ordered, supporting customers through specialized technical knowledge and applications in their homes or businesses. Maintains ongoing relationships with selected customers and sales staff, particularly those focused on technical applications of the product or service. Utilizes technical knowledge of products, product availability, sales territories, and individual customers to serve as a key communication link. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge.

Responsibilities

• Product Demos: Demonstrate basic features and attributes of the product/service, linking benefits to the customer's key challenges.
• Product/Service Information: Provide advanced product/service information.
• Equipment Installation: Carry out standard installation activities under detailed guidance, troubleshooting basic technical or operational problems using predefined solutions.
• Equipment Maintenance and Repair: Execute standard maintenance and repair activities under detailed guidance, troubleshooting basic issues by applying previously defined solutions.
• Resolving Customer Issues: Address basic and advanced customer issues such as returns, exchanges, and complaints, escalating as necessary.
• Operational Compliance: Develop knowledge of the organization's policies and procedures, adhering to mandatory procedures to ensure work meets required standards.
• Customer Relationship Management / Account Management: Make calls to allocated existing customers to maintain relationships, serving as the first point of contact for resolving queries and complaints.
• Customer Needs Clarification: Interview customers using a multilevel sales script to clarify their requirements.
• Work Scheduling and Allocation: Organize own work schedule to complete tasks, coordinating with support services and assigning short-term tasks to others if needed.
• Health, Safety, and Environment: Follow mandatory procedures and methods of work, including personal protection equipment usage, to safeguard the environment and well-being of self and others.
• Personal Capability Building: Develop and maintain excellent process or technical skills through assessment and development planning activities, as well as formal and informal training and coaching.