National Product Specialist

• Oct 2008 - Present

Equipment Services • Makes recommendations to improve product/equipment service processes to product Specialists and or Manager • Liaise with sales and other technical staff to maintain understanding of equipment specifications and quality standards • Provides support to the Service Engineers • Service equipment and perform onsite and in-house hardware repairs as required and in accordance with service and maintenance agreements. • Undertakes preventative maintenance and corrective maintenance for specified customers and equipment • Respond to requests for emergency repairs and repair faulty equipment • Modifies or updates equipments as and when required • Develops own library of service and related material for self training/fixes/escalations • Escalation and EPIC management Installations & De-Installations • Performs installations, de-installations and relocations as required. • As and when required carries out operator training • Assists with planning, scoping and pricing new installations as and when required • Liaises with the Customer relating to the installation, as and when required. • Follows instructions • Resolves issues or escalates accordingly Customer Management • Maintain strong working relationships with all customers • Maintain strong working relationships with internal customer and stakeholders (S&M, Admin, etc.) • Investigate escalation causes and identify opportunities for improvement as directed by the Product Specialist • Completes Escalation documentation and provides reports as directed by the Product Specialist • Gathers Customer feedback and escalates • Manages the technical aspects of service calls by collaboration within team, by providing support, or applying the escalation processes • Instruct customers in maintenance procedures required for the effective operation of their equipment • Monitor and feedback customer and competitor activity for potential sales activity Asset Management • Protect company assets in your possession and e Show less

Service Supervisor

• Jan 2000 - Oct 2008

Technical Training Officer

• Mar 1994 - Nov 1999