Field Service Technician

General Information

Entity

Nordson Australia/New Zealand

Job Title

Service Technician

Job Family

Technical Services

LOB / Department

Adhesives

Location

Brisbane

Review Date

23rd December 2019

Job Environment

Accountable To

Northern Region Manager (John Williams)

Accountable For

Parts Budget in Queensland

Principal Relationships

Internal

Regional Manager, Sales/Service peers, Customer Service

External

OEM’s, End users, Material Suppliers

Tools

Trade Background, Electrical highly regarded

Travel Requirements

Domestic

10 - 20%, Northern Region adaptable to other regions as required.

International

NZ if required.

Job Summary

The Service Technician will be based in Brisbane and will report to the Regional Manager.

The territory will be focused on specific Key Account and territory responsibilities in the Northern Region (Majority being within NSW and QLD) with potential travel throughout the Northern Region as required. Overseas travel may also be a requirement of the role on an “as needs” basis. e.g.NZ.

The Service Technician will be expected to provide a high level of field equipment support to the customer base through a good grounding of core technical, mechanical and electrical skills coupled with an ability to plan, prioritise and to work in a largely autonomous fashion.

Main Responsibilities/Accountabilities

The Service Technician will be expected to:

- Have shared responsibility for Part budgets in the given Territory.
- Provide a high level of technical service support to the customer base for both Preventative Maintenance and Breakdown situations.
- Promote the technical and performance characteristics of products and make market development calls with other team members and the Regional Manager.
- Have ability to plan and prioritise work commitments in a dynamic environment.
- Display the capability to offer alternate technical solutions to problems.
- Specific project management responsibilities.
- Provide a high level of technical analysis, assessment and advice on existing installed equipment, potential products and projects as well as competitive offerings.
- Specific support to industry and market segments of Food & Beverage, Meat and Agriculture industries, and others as required. Customers including:

- Arnotts, Greens, Parmalat, Fosters, CCA, Castlemaine, Asahi.
- JBS Swift, Teys, and Nippon sites (Oakey, Mackay).
- Orora and Visy.

Characteristics

General critical characteristics sought in a successful Service Technician are:

- To be able to display an understanding of best practice servicing techniques and methods.
- Be able to provide accurate and reliable analysis and assessment of equipment status, scope of work and costing.
- Display effective work organization and planning methods.
- Internal interaction and support visible at all levels of the business.
- Demonstrate good customer service skills and be able to manage customer’s expectations.
- Be an effective, reliable business partner to the existing team, including Regional Managers.
- Be participative in the sales and service team’s operational activities as well as assisting with short and intermediate planning.

Measures

KPI’s as below:

- Territory part sales targets.
- Increase of active Customers and Revenue year on year.
- High communication (written and oral) / administration skills - must have examples for review.
- Amount, Quality and Timeliness of all activities, including prescribed Corporate responsibilities.
- Specific Workday Goals and Targets.

Job Requirements
- Trade certificate in mechanical fitting, industrial instruments, electrical trade or similar.
- Minimum 4 years providing service support in a field service environment.
- Well to highly-developed technical and analytical skills.
- Be immunized against Q fever to cater for working with customers in the meat industry.
- Achieve a minimum electrical disconnect/reconnect license valid for the state of Queensland.
- Good customer service experience and skills.
- Capable interpersonal, communication & negotiation skills.
- Developed computer skills including, Microsoft Outlook, Word, and Excel.
- Strong command in both spoken and written English.
- Ability to schedule and prioritize tasks to consistently meet deadlines with high quality work.
- Meticulous, independent and a good team player

Confirmation

Job Holder Acknowledgement

Manager Verification & Approval

Name:
Name:
Signature & Date:
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