POSITION PURPOSE:
The Technical Service Representative is responsible for installations, maintenance, servicing, completion of service reports on I-map and customer staff training in Supermarkets, Quick Service Restaurants, Hospitality, Aged care and any other accounts requiring service.
RESPONSIBILITIES:
Service Management:
- Servicing of all customers as laid down in the route plan by the supervisor. This may include travel each quarter to service rural areas as required.- Immediately advise the State Sales Manager, in writing, of any activities or events likely to impact on the business, ensuring full investigation and reporting. These would include product complaints, chemical spillage or accidents, competitor activity, customer complaints and consistent equipment failure.- Service existing accounts as per the service requirements established by management ensuring all products and equipment are maintained in a safe and practical working order.- Maintain the currency of on-site safety data sheets ("SDS").- Conduct and document all formal and on-the-job training sessions as per customers' requirements.- Maintain Field Test Kit in a serviceable manner, restocking expired or contaminated reagent or equipment where necessary.- Maintain tool kit and ensure that you have all the appropriate tools in serviceable condition.- Maintain car stock of spares and new parts appropriate to the needs of the customers serviced.- Following installation procedures, install equipment in the correct location in a neat and tidy fashion at an appropriate time to minimise interruption to customers' businesses to enable the use of product.- Perform preventative maintenance on equipment at customers' premises- Reorder equipment replacements and refurbish equipment where possible- Attend customers' premises to repair equipment where there is a reported incidence of a breakdown.- Complete a monthly expense report and direct same to the State Sales Manager by the first working day after completion of the report.- Maintain accurate up-to-date records and call details.
Reporting:
The role will provide regular reports as directed by the supervisor.
This will include, but will not be limited to:
- Electronic or manual service reports for each customer on each call.- Training records.- Complete required service spread sheets.- File all service reports appropriately in the office filing system.- Forward all reports manually or electronically to head office
Other and/or Site:
- Ensure compliance to company policy including business ethics policy, Employee Health and Safety policy and guidelines, car policy, travel and expense policy, mobile phone policy etc- If driving a company motor vehicle ensure the vehicle is operated and serviced within the company car policy guidelines.- Comply with travel and expense policy, policy for use for mobile phones, computers and all other company assets in the possession of the employee.
KNOWLEDGE/EXPERIENCE/PERSON PROFILE- Technical Service industry experience, especially in handling chemicals; operating laundry, kitchen and housekeeping dispensing units, and cleaning and operating procedures in commercial kitchens, laundries and infection prevention- Good communication skills, written and oral.- Relationship building skills- Strong troubleshooting and problem solving skills- Good mechanical aptitude- Energetic and enthusiastic- Intermediate computer literacy in Word, Powerpoint, Excel.- Experience using CRM systems, such as Salesforce- Able to demonstrate high level of decision making skills- Able to demonstrate self-management skills- Excellent time management skills- Organised and systemic thinking skills- Team building skills- Comfortable working in a large organization with a matrix organizational structure
SPECIFIC KNOWLEDGE- Prepare Powerpoint presentations- Present in front of a group of decision makers-
- Demonstrate solid knowledge of floor care maintenance (ie Twister) and TASKI Cleaning machines- Demonstrate knowledge of OPL laundry process and procedures, as well as MWW process and kitchen hygiene- Food hygiene knowledge to be able to advise our QSR / FSR on correct cleaning methods- Must be able to work in a team, as well as in team as required and autonomously- Experience and be able to communicate in an appropriate and knowledgeable manner with procurement officers, as well as other decision makers.
COMPETENCIES
Technical competency
Technically competent to install water fed dispensing systems, wall mounted dispensers and troubleshoot equipment.
Provides service by empathizing with customer concerns
Demonstrate a sincere desire to provide high quality service and to meet commitments made. Seek service solutions to resolve customer problems with ease and mínimal disruption to their business. Maintains a positive mental attitude and uses enthusiasm and builds long term relationships which foster repeat business.
Practical Intelligence
Negotiation and Persuasion
Ca