Role Summary: In this position, you will be responsible for installing, maintaining, and repairing items or products ordered, while offering specialized technical or scientific support in customers' homes or businesses. You will maintain ongoing relationships with selected customers and sales staff, particularly those focused on the technical applications of the products or services. Your technical knowledge of products, availability, sales territories, and individual customers will be crucial in providing key communications to the customer. You may handle multiple product markets and typically require relevant experience, completion of technical product training, and a high-level understanding of technical products and processes.

Responsibilities:

• Product Demos: Demonstrate the 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 and troubleshoot basic technical or operational problems using predefined solutions.
• Equipment Maintenance and Repair: Execute standard maintenance and repair activities under detailed guidance and troubleshoot basic issues by applying predefined solutions.
• Resolving Customer Issues: Address basic and advanced customer issues, such as returns, exchanges, and complaints; escalate as necessary.
• Operational Compliance: Develop a working knowledge of organizational policies, procedures, and relevant regulatory codes, ensuring adherence to mandatory standards.
• Customer Relationship Management / Account Management: Maintain relationships by contacting allocated existing customers and 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 your work schedule to complete tasks efficiently, 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 using personal protection equipment, to ensure safety and environmental protection.
• Personal Capability Building: Enhance your technical skills through assessment, development planning, and participation in training and coaching activities.