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GOJO Industries Hiring for Field Service Representative-Dallas, Texas at Akron, OH Full Time
Job Description
Information about #31052 Field Service Representative-Dallas, Texas
Work Location: Dallas, Texas
Shift: Office Hours Field Work-Onsite
Role Type: Field-90% at Customer Site
Travel: 90% travel required
Formulated to Care
GOJO, Makers of PURELL, is a company for people who want to help the world experience greater health and well-being. The positive impact of our innovative PURELL hand and surface hygiene solutions is driven by our 2,500 highly collaborative and creative team members, who love to learn, care for each other, and live our Purpose. We look for people who are inclusive, growth-oriented, and driven to find solutions to big challenges, and we actively support their well-being. If this inspires you, please join us at GOJO.
Role Objective
- Execute pre-installation site assessments for dispensing systems installation projects to determine accurate materials requirements
- Execute quality assessment, technical troubleshooting, post-installation audit, installation support, and other tasks in the field as directed in support of GOJO’s strategies
- Create relationships with project champions at customer facilities in support of installation and service projects
- Collaborate within the Field Operations team and across functions to support the implementation of dispensing systems solutions at customer locations
- Collaborate with installation/service partners and customers to as needed to support the implementation of dispensing systems solutions at customer locations
- Support selling team as a “subject matter expert” during sales calls and service visits
- Support other activities as needed to strengthen and extend GOJO’s presence in dispensing systems markets
Essential Functions and Responsibilities
- Professional execution of pre-implementation planning processes, installation audit and support, and post-implementation service including appropriate/timely internal and external communication
- Meet/Exceed service commitments for implementation and post-implementation support programs
- Defuse volatile customer situations by listening intently, identifying the key pain point, and offering GOJO service/support where appropriate
- Help customer understand root cause of dispenser/system performance issues and ensure recommended resolution will meet customer’s expectations
- Fully support GOJO’s dispensing system warranties
- Is attentive to customer needs/requests outside area of expertise/responsibility. Escalates customer requests to appropriate internal resources for resolution
- Activities/interaction support long-term customer relationships
- Leverage GOJO internal network to ensure high levels of customer satisfaction
- Partner with field sellers to understand and meet customer/end-user expectations
- Plan and execute daily/weekly work autonomously (remote)
- Plan/manage schedules to support timely site survey, service, and audit activities. Coordinate closely with end-user (champion), GOJO Seller, GOJO Sales Ops, and GOJO Field Ops to ensure schedules and expectations are aligned
- Complete daily, weekly, and monthly scorecarding as needed to monitor results
- Skillfully assess customer and end-user leadership environments to identify formal/informal leaders and influencers to support effective/timely communication throughout the survey, service, or audit
- Communicate with installers during onsite audits to provide feedback/direction on installation practices. Correct behaviors that do not comply with GOJO installation standards and expectations. Seek support from GOJO installation management team to address significant concerns.
- Act quickly to resolve technical issues leveraging multiple resources
- Balance multiple projects in various stages of implementation and various locations with various team members concurrently. Adjust quickly as required by end-user schedule changes
- Coordinate with GOJO logistics to ensure timely/complete delivery of necessary material
- Partner with clinicians, engineers, product management, and sales throughout project to share learnings in support of product/service improvement/development efforts
- Provide timely post-implementation service for SMARTLINK (emerging technology, networked devices, big-data, infrared sensor placement) systems to address any system or device failures
- Demonstrate ability to train peers and other workgroup members to support team development
Education and Experience
Four year technical degree required or equivalent education/work experience with a minimum one year Quality Assurance, Technical service, or Customer Service work. Strong background in dispensing, field service knowledge may offset education/experience requirements. Lean Six Sigma experience a plus. Project Management certification a plus. Other qualifications include:
* Intermediate level of proficiency with MS Word, Excel, and PowerPoint
* Demonstrated ability to communicate ideas clearly and concisely to leadership
* Demonstrated ability to prioritize and balance multiple priorities and projects
Supervision/Coordination
Influence of and close coordination with employees who do not report to this position is critical to the success of the role
Role Type
Mostly Virtual – Less than 10% on-site work
Travel Requirements
Overnight Travel – 50% or greater – required
To Apply:
To apply for this position, please complete the online application process. You will have an opportunity to include your resume and a cover letter. GOJO is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability. Applicants must be lawfully authorized to work in the United States.
Recruiters, Search Agencies or others referring candidates to GOJO Industries, Inc. without written authorization from GOJO Industries, Inc. Human Resources will not be compensated in any way for their online referral even if GOJO Industries, Inc. hires the candidate. GOJO does not seek or respond to unsolicited resumes for positions that are not listed in the Careers section.
