Technician

Role Summary

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 to install complex systems and conduct inspections of equipment with guidance.

Equipment Maintenance and Repair

Troubleshoot and diagnose equipment for emergency repairs and carry out preventive maintenance routines.

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