Field Service Technician (Advanced Level) - Orlando / Miami / Tampa / Ft. Lauderdale / Jacksonville FL / Atlanta GA / Myrtle Beach SC

Job Location

Job Description

Internal Job Title - Senior Specialist

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. FST’s, 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.

Job Qualifications

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 relations