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Information about #31535 Field Service Representative-Charlotte NC Work Location: Shift: Office Hours Formulated to Care For more than 75 years, GOJO, Makers of PURELL has been powered by people who are energized by helping the world experience greater health and well-being. The positive impact of our PURELL hand and surface hygiene solutions is driven by our global community of highly collaborative and talented team members who love to learn, innovate, care for each other, and deliver our Purpose of Saving Lives and Making Life Better. 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/developme