Field Service Technician
Company: Procter & Gamble
Location: Myrtle Beach
Posted on: April 25, 2024
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Job Description:
Job Location Orlando Job Description Internal Job Title: Senior
Specialist Procter and Gamble Professional (PGP) is a growing and
highly entrepreneurial business, focused on improving the lives of
our consumers away from home. Our propositions include branded
products, equipment, service and technical support systems coupled
with P&G Company scale. The Technical Services Organization
(TSO) is charged with program installation, maintenance and
technical support leading to customer satisfaction. Our desired
end-state is completely satisfied customers that lead to long-term
retention and product & program compliance and provide a virtuous
growth cycle. Sr. Specialist is a full-time role to meet expanded
equipment and service requirements both internally and externally.
Job scope includes: 1) Large complex OPL/TFS planning/installation
support acting as install captain leading and supporting install
team members. 2) Collaborating with Sales as a technical expert on
key OPL and mechanical warewash sales. 3) Training and coaching for
Sr. Field Service Technicians (FST's) on OPL & MWW and
participating in Pillar work teams, some external training for
distributor technicians focused on train the trainer. 4) Tier II
technical support for Sr. FST's, Tier II technical support for
external distributor technicians (DLS), and Tier II for PGP field
service technicians. 5) QA -auditing for both internal and external
technicians to verify service to P&G standards. The work
includes in-depth knowledge of respective equipment, service,
maintenance, troubleshooting, and chemical product interactions
combined with a high level of customer context and interaction. A
key part of this role is responsibility for training and building
NSO capabilities in the areas noted above. The individual will also
deliver work process improvements to drive out inefficiencies in
designated equipment, procedures, maintenance and will support
OPL/TFS service improvements. The person will be located in
geographic areas they support based on business need, reports to
assigned National Service Organization (NSO) Territory Ops Manager
(TOM). The ideal candidate would have a background in Mechanical
Warewash and On-Premise Laundry working with hand tools, electrical
systems, plumbing and programming. The work must be done in a way
that supports year-to-year volume and profit results, improve
customer retention, and delivers superior customer service and team
building results. Job Qualifications ROLE EXPECTATIONS /
RESPONSIBILITIES Capability and Skill Requirements Expertise with
commercial mechanical warewash machines and chemical dispensing
pumps. This also includes proficiency and ability to read schematic
drawings Expertise with on-premise Laundry machine programming for
quality installations and troubleshooting.
Example:(Unimac/B&C/Milnor/Wascomat/Electrolux/Ipso), and
chemical dispensing systems. Understand service and training needs
for the NSO organization. Make recommendations on coverage,
capacity, and capability required to support customer care needs
Ability to develop and deliver technical training modules Excellent
working knowledge of appropriate tools, data, implements and
service needs Obtain and maintain NRA ServSafe certification is
required and NEHA CP-FS certifications is recommended Understand
regulatory and plumbing and electrical requirements in the areas
that affect our mechanical warewash and on-premise laundry program
and / or dilution equipment Proficient in PGP laptop technology to
include but not limited to Word, Excel, PowerPoint, PGP CRM tools,
and mechanical warewash and on-premise laundry program controllers
Demonstrated knowledge of pertinent PGP chemical program products,
key features and benefits and how to use Demonstrated proficient
use of support systems such as pgpro.com, PGP InTouch, Salesforce
and Youreka Customer facing skills in assisting Sales team as a
technical expertise Support TSO Proficient knowledge of our
training materials (print and electronic) and leads NSO training in
noted areas Understand and adjust to competitive, industry and
external customer environments - locally, regionally and nationally
where and when necessary Understand new & upstream technology which
may offer competitive advantages / new solutions Establish and
cultivate key customer relationships where appropriate / necessary
so that we have a clear path to solve problems quickly as defined
by the customer, commercialize our total value and grow the base
business Support Sales Participate in key customer sales calls to
provide mechanical warewash and on-premise laundry technical
expertise Support External End-Using Customers Provide external
customer service so that base business growth and long-term
retention / program compliance objectives are consistently
delivered or exceeded Clearly articulate the value we provide to
our external customers - in ways that are meaningful to them Timely
and accurate delivery of external customer requirements /
commitments / contract expectations Proficient in problem solving
and crisis management so that we conclude to win / win outcomes
Reports directly to assigned NSO Territory Operations Manager
(TOM); receives daily customer direction from NSO Team Leader for
work order work. Works within TSO at all levels on training issues
and specific external customer initiatives / plans / agreements
Interfaces with external, end-using customers as defined by the
business and internal organization requirements An NSO training and
service point person for 3rd party service providers and
distributors (DTRs) such as CFESA, Global, CCI & others Works
collaboratively with NA TSO peers, and technical support teams both
Applied Sciences and R&D This role must be executed in a way
that--- Demonstrates a high sense of urgency and quality;
Demonstrates external customer-centric behavior Exemplifies
teamwork across organizations (internal and external) and
functional boundaries Drives focus on system improvement in the
areas of OPL and mechanical ware wash support Demonstrates
leadership that adds value and a command of both Business and
Customer needs Standard Measures Deliver work plan within
established cost/service parameters and specific customer program
objectives Deliver work on time and to specification
(Installations, PMs, Reactive Service, Remodels, Training) Operate
within TSO Expense Policy and assigned budget, when provided
External customer retention, customer satisfaction, and overall
program compliance at or above target Observed customer facing
skills and demonstrated capability that is consistent with role
expectations / responsibilities Observed training skills consistent
with role expectations Observed internal TSO and COE team follow-up
and clear communication on what's working / not working in the
areas of noted equipment support and mechanical warewash service,
on-premise laundry and training. Offer ways to improve overall
productivity and system efficiency. Required to record time and
attendance in Salesforce and SAP Required to adhere to TSO Dress
code and Safety Policies
Full time role Work from home office Travel required including
overnight; could be up to 30% of time with or without advanced
planning Work can be required outside of normal work hours (such as
nights and weekends) Essential Job Functions
Keywords: Procter & Gamble, Wilmington , Field Service Technician , Engineering , Myrtle Beach, North Carolina
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