Job description

Job Title Field Service Representative (FSR) North West & North Wales

Postcodes covered - LL, CH, CW, SK, ST, TF, SY

Reports To Regional Sales Manager (RSM)

Organisational Unit Part of one territory in Institutional team

Main Interfaces

Sales: TAM, RSM, BDMs team, Inside Sales team, Sales Support functions, Sectors and NAMs team Service: Engineers, TCS, TCS planning, Customer Service

Site Location Remote

Regional Location TBC

Working Hours 36.25pw

Grade 11

Bonus CIP

Job Function

To support Diversey by delivering high levels of service at all times to customers. To install, maintain

and repair dispensing and dosing equipment and provide training and onsite support to enable

effective use of chemicals and equipment

Key Accountabilities & Tasks

Provide service support to sites of selected Strategic Acc. and National Key Accounts as

directed by service plan and in accordance with applicable Contract(s).

Work in collaboration with the National Account Team and Internal Account Team to ensure

that National / Internal Account call objectives are delivered consistently and to a high

standard across the Customer

Undertake following service activities while servicing/visiting customers:
Conduct or assist with simple installations
Complete preventative maintenance actions required
Hold technical training sessions and audits, also support the sales organisation during

demonstrations (if needed)

Monitor consumption and use of competitor products during site visits
Maintain optimum calibration levels and product performance
Liaise with relevant site personnel to report back findings
Identify customer needs incl. up/ cross-sell opportunities and inform the Sales team

responsible (TAM/Internal Sales Team/NAM) on those needs, as well as service visits

conducted, irregularities etc.

Minimise equipment downtime by utilising remote diagnosis and remote fix tools.
Regularly update and maintain a record of all activities using Salesforce (Youreka) to monitor and track calls and allow accurate reporting back to the customer
Support the onboarding of new Business wins where required; supporting the rollout alongside sales support to optimise customer satisfaction.

Key Performance Indicators (KPI’s)

Safety
Compliance
Number of calls
NTS Performance of Sales Region

Competencies

Competencies

Strong communication and listening skills
Building effective relationships
Understanding customer account
Technical ability
Organisation and planning
Attention to detail
Problem solving
Brand ambassador
Approachable, Self-assured and confident
Ownership and accountability
Proactive and seeks new ways of working
Continuous development of product, application and innovation knowledge
Working autonomously and as part of a wide sales team

Skills

Technical ability
IT literacy (Excel, SFDC)
Computer basic or literate
Communication and Listening skills

Experience

Territory experience an advantage
Proven track record of Servicing customers and site maintenance
Proven track record of delivering service excellence to customers
Experience of cleaning and hygiene industry and/or industry sectors served by Diversey

(desirable)