Procter & Gamble Senior Field Service Technician – Procter & Gamble Professional - Full Time in Ontario, Canada
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. The Technical Services Organization (TSO) is charged with program installation, maintenance and technical support. Our desired end-state is completely satisfied customers that lead to product & program compliance, long-term retention, and provide a virtuous business and organization growth cycle.
Senior FST is a full-time role to meet expanded equipment and service requirements both internally and externally. Job scope includes: 1) supporting / servicing assigned mechanical warewash customers. 2) All other FST kitchen tasks. The work includes in-depth knowledge of respective equipment, service, maintenance, trouble shooting and chemical product interactions, procedures all combined with a high level of customer context and interaction.
This role is located in select geographic areas based on business need, reports to assigned NSO Team Leader and is classified as a full-time trainer. Some on-call weekend and off-hours work is required. The ideal candidate would have a background in electronics. 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.
Capability and Skill Requirements
Commercial mechanical warewash equipment and chemical dispensing pumps expertise. This also includes proficiency and ability to read schematic drawings.
Excellent working knowledge of appropriate tools, data, implements and service needs
Obtain and maintain Food Safety Certification
Understand regulatory and plumbing requirements in the areas that affect our mechanical warewash program
Proficient in PGP tablet technology to include but not limited to pgpro.com, PGP InTouch web site, STAR, Word, Excel, PowerPoint, and mechanical warewash program controllers
Demonstrated knowledge of pertinent PGP chemical program products, key features and benefits and how to properly use
a. Adjust to competitive, industry and external customer environments – locally and regionally
b. Establish and cultivate key customer relationships where appropriate / necessary so that we have a clear path to solve problems quickly, as defined by the customer, and grow the base business
Support External End-Using Customers
a. Provide timely and accurate deliver of external customer service requirements & commitments so that business growth and long-term retention / program compliance objectives are consistently delivered or exceeded
b. Proficient in problem solving and crisis management so that we conclude to win / win outcomes
a. Interfaces with external, end-using customers as defined by the business and internal organization
b. Reports directly to assigned NSO Team Leader
c. Works collaboratively with NA TSO peers, and technical support teams both TSO/ R&D
This role must be executed in a way that…
a. Demonstrates a high sense of urgency and quality; demonstrates external customer-centric behavior
b. Exemplifies team-work across organizations (internal and external) and functional boundaries
c. Drives focus on total kitchen system improvement
d. Demonstrates leadership that adds value and a command of both Business and Customer needs
a. Deliver work plan within established cost/service parameters and specific customer program objectives
b. Deliver work on time and to specification (Installations, PMs, Reactive Service, Remodels)
c. Operate within assigned budget
d. External customer retention, customer satisfaction, and overall program compliance at or above target
e. Observed customer facing skills and demonstrated capability that is consistent with role expectations / responsibilities
f. Observed training skills consistent with role expectations
g. Observed internal TSO and COE team follow-up and clear communication on what’s working / not working in the areas of noted equipment support and mechanical warewash service and training. Offer ways to improve overall productivity and system efficiency.
a. Full-time role
b. Work from home office
c. Work can be required outside of normal work hours (such as nights and weekends)
d. Some overnight travel may be required.
Title: Senior Field Service Technician – Procter & Gamble Professional - Full Time
Requisition ID: SLS00001629