Procter & Gamble - Technical Support Representative - Orlando, FL

Company: Procter & Gamble
Location: Longwood
Posted on: August 7, 2022

Job Description:

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. FSTs 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. FSTs, 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.

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 whats 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

Work schedule may include 12-hour shifts,5-day work week, occasional weekends, and night shifts
On-call coverage which may include: occasional weekends, holidays and night shifts
Lift, lower and carry objects up to 50 lbs.
Push and pull objects up to 50 lbs.
Climb a vertical ladder. Ability to go up and down
Climb up and down stairs
Stand, sit, and/or walk for long periods of time, twist, bend at the knees, stoop, kneel, squat, crawl, and reach for purposes of installing and maintaining equipment. Surface: concrete, asphalt (uneven surfaces).
Operate a computer keyboard to input and access data, and phone
The ability to work in extreme temperatures both hot and cold, generally in warehouse conditions including wide variances in temperature, dust and dirt
The ability to give and discern the various visual and audible alarms and signals for equipment startup, evacuation, and fires
Must have a valid drivers license
Candidate must be able to operate a motor vehicle, and spend approximately 30% of the day in the car traveling from accounts safely in city, rural and expressway conditionsPandoLogic. Keywords: Technical Support Representative, Location: Longwood, FL - 32750 , PL: 537812933

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