Responsible for monitoring, maintaining, accurately troubleshooting, and repairing SmartCover™ Systems for all
customer’s installed bases within a predetermined territory. Provides Customer Relationship Management to
create and maintain strong customer loyalty and continuously improve customer satisfaction. Builds trust and
maintains open communication with customer(s) in assigned areas. Works independently in assigned territory
while following company policy and culture protocols. Adapts to rapidly changing priorities and consistently
Job Duties
? Analysis, Troubleshooting/repair and field work to support all SmartCover™ Systems products.
? Provide documentation for all service performed with demonstrated accuracy any thoroughness.
? Installation and application of all SmartCover™ Systems products.
? Customer training of all SmartCover™ Systems products.
? General customer service, including field service, telephone, and email support.
? Scheduling jobs in response to customer requirements.
? Day-to-day self-management, including time, efficiency, and multitasking.
? Build strong team relationships with customers, co-workers, and sales channels.
? Maintain all company assets, vehicles, generators, tools, etc.
? Inventory management.
? Work in compliance with all health and safety and environmental legislation including, but not limited to, the Occupational Health and Safety Act and Regulations and SmartCover Policies, Procedures and Code of Conduct.
? Deliver customer insight as to direction, growth & satisfaction.
? Attend to Alerts within specified amount of time (personal and contractual).
? Per territory – Meet system availability metrics
? Accuracy of install/service with specification of minimizing secondary site visits.
? Support sales staff and install #/% of systems installed within specified time from ship date.
Competencies Needed To Support The Following Core Values
Make it SIMPLE & EASY for our customers
People first: PROACTIVE & EMPOWERED
HONESTY, HUMILITY & INTEGRITY in everything we do
Never mistake ACTIVITY FOR ACHIEVEMENT
REPUTATION above all
Committed to CONTINOUS IMPROVEMENT
Requirements
Possesses a high level of technical aptitude.
Proficient physical dexterity and comprehension of manual tasks.
Proactive problem solving, solution driven not passive acceptance.
Experience with general safety procedures and requirements, including basic traffic control techniques and proficiency with basic hand tools including power drills, grinders, caulking gun, etc.
Ability to analyze data, apply intuition and experience to complement data, and ultimately present sound logical conclusions.
Demonstrates professionalism and good judgment in a rapidly changing, intense, and fast paced team environment.
Multi-task and coordinate multiple and often conflicting priorities.
Maintains an outgoing, positive, friendly, and customer-focused attitude.
Professional written and verbal communication skills to ensure understanding of message.
Effective listening and inquiry skills to ensure understanding of incoming communication.
Ability to apply experience and reasoning skills to find viable solutions.
Some travel outside of El Paso city limits about TBD
Proficiency in MS Word and Excel.
Proficiency in conversational Spanish preferred. (Location dependent)
Education/Experience
High School Diploma plus 2 years in a technical support role or equivalent experience.
Must have valid driver’s license
Experience self-managing day to day duties.
Field Service or Technical Support experience preferred.