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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Customer Support Representative |
| Position Code: | 240 | | Career Level: | 3 |
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Responsible for
Coordinating customer relations and training activities concerning post-installation support to specified accounts. Ensuring all interrelated activities of customer support and training functions achieve ongoing customer satisfaction, within specified guidelines. |
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Reports To
State Service Manager/Customer Support Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Tracking and contacting customers after machine installations to organise customised training on their premises and to ensure that the machines have been efficiently and effectively installed on customer premises.
Designing and providing targeted and highly participative training on products and business solutions.
Maintaining support and ongoing communication with customers to identify on-going training requirements and ensure customer issues are identified for corrective action.
Providing a written report to the State Service Manager/Customer Support Manager each month outlining activities and results completed in the previous month, and those activities and results planned for the next month.
Maintaining any equipment, software and training aids that may be used within customer visits/training demonstrations.
Visiting each specified machine site on a regular basis to ensure: there are two key operator trained persons available.
Assisting Sales staff with the operation of equipment when required for large demonstrations or exhibitions on office premises, customer sites, or other external venues.
Conducting regular checks on showroom equipment
Assisting Service Work Controllers with call avoidance activities.
Maintaining a working knowledge of new and existing products.
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Key Skills
Excellent presentation and communication skills.
Ability to work within sometimes tight and conflicting deadlines.
Ability to explain complex and technical concepts clearly.
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Internal Contacts
Sales; Administration; Customer Service staff. |
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External Contacts
Customers. |
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Typical Experience
At least 2 - 5 years experience. Product knowledge and demonstration experience. |
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Other Comments
Alternative Title: Customer Relations Officer. |
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