Job Overview Provides contractual service and assists customers with problem solving support regarding the Company’s productsapplicationssolutions. Experience and knowledge in but not limited to Company products. Provide onsite field service andor 24hour overthephone or onsite assistance. Conduct site surveys productapplicationsystem audits and assist Key Accounts Managers and sales representatives prepare new business proposals. Ensure implementation of the Six Service Standards at all client sites
Main Responsibilities
•Support to district sales personnel in the handling of Company program service calls on existing products and services and assist in the correction problems as appropriate.
•Participate in design reviews new application startups and evaluations. Assist in critiquing products for serviceability performance and reliability. Interact with appropriate company resources and work as a team.
•Ability to assess onsite field problems and operate required testing equipment to return systems to customer conformance.
•Coordinate and manage replacement parts programs with the individual manufacturing plants to ensure the availability of components as needed.
•Assist in the preparation of reports detailing technical problems and solutions to initiate necessary corrective product modifications andor recommended process changes. Document value provided to the customer whenever possible.
•Assist in the development of troubleshooting service guides and bulletins on existing products. Assume lead role of maintaining troubleshooting guidesbulletins and distribution to departments when required.
•Qualify coordinate and monitor outside subcontractor network as required to ensure repair timelines are maintained and customer satisfaction is maintained.
•Work with other district personnel toward continuous improvement of policies and procedures resulting in increased customer satisfaction.
•Provide installation resource services on a project request basis necessary to satisfy the needs of the customer. Services may include but not limited to field surveys installation checklists rollout support services etc.
•Provide training to the firstline Account Managers on Company offerings and the resources available to them to assist in answering customer questions.
•Seek to keep abreast of the latest industry advances through continuous education.
Skills
•Technical Degree or equivalent education with industry experience helpful.
•Must have knowledge of and experience in materials scheduling inventory manufacturing and installation processes.
•Excellent organizational interpersonal verbal and written communication skills are essential.
•BABS in a science or technical specialty is preferred.