Technical Customer Service Representative

Reports to: Account Manager

Job Summary

This is a direct selling and customer-facing role to maintain & grow existing customers and acquire new ones to drive revenue and market share growth. The role will maintain existing dosing and dosing control equipment, install new ones and respond to challenges in customer/end-user facilities. This will ensure that the company’s chemicals are dispensed so as to achieve superior results. The incumbent will train the customer on product dilutions and dispensing in all application areas

Responsibilities

• The incumbent will install, conduct planned routine maintenance, and repair dosing and dosing control equipment servicing as per equipment requirements. The role will also offer technical training on dosing control equipment to customer staff members to ensure they are able to operate them efficiently and effectively.
• The role will ensure that chemicals are dispensed so as to achieve superior results as per MSDS & PIS through double working with customer’s staff members. The incumbent will learn chemical and machine knowledge.
• The incumbent will keep records of all dosing and dosing control equipment under this sector within the assigned accounts. These records will include service reports. Keep records of all Planned Maintenance Schedules and respond to customer breakdowns within the agreed timeKeep records of all Planned Maintenance Schedules and respond to customer breakdowns within the agreed time as required by the team leader.
• Develop an in-depth understanding of the local market and the competitive position and activities and report on competition activities and customer needs that are not met. To establish customers' critical needs in terms of product application.
• Respond to and resolve customer dosing and performance emergencies as per SLA.
• Customer Service & Business Development - The incumbent will work closely with the distributor (s) to build capacity to ensure superior delivery of company’s products and services to customers – this will be through staff training, products and D&D (FOL) forecasting, and building capability to deliver products and services On Time In Full. The role of other customer development activities as business needs may require from time to time. These will include but not be limited to products and service demonstrations, customer trials, etc

Minimum Requirements

Degree/Diploma in Engineering/electronics

At least 3 years experience