Technician

Role Summary

Installs, maintains, or repairs items or products ordered and supports customers through specialized technical or scientific knowledge/product applications in a customer's home or place of business. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.

Job Responsibilities

Product Demos

Use a predefined script to demonstrate the most basic features/attributes of the product/service.

Product/Service Information

Provide basic product/service information and respond to basic customer questions about the product/service.

Equipment Installation

Carry out simple installation tasks, following detailed instructions and working under close supervision to complete the allocated tasks.

Equipment Maintenance and Repair

Carry out simple maintenance and repair tasks, following detailed instructions and working under close supervision to complete the allocated tasks.

Resolving Customer Issues

Respond to basic customer issues, such as returns, and escalate issues appropriately.

Operational Compliance

Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Customer Relationship Management / Account Management

Make calls (by telephone or in person) to allocated existing customers to establish contact and build rapport.

Customer Needs Clarification

Interview the customer, using a simple standard sales script, to clarify the customer's requirements.

Work Scheduling and Allocation

Organize own work schedule each day in line with changing priorities.

Health, Safety, and Environment

Follow a range of mandatory work instructions (including use of personal protection equipment where relevant) to safeguard the environment and the well-being of self and others.

Personal Capability Building

Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education