Ireland Careers

Key Responsibilities & Tasks of the Jobholder:

• Provide a complete level of service to our customers on site to include, commissioning, fault-finding, servicing, maintaining, repairing, calibrating and validating all Equipment and Applications within our Business Portfolio. 
• Ensure that all equipment and products are left in a safe manner for customers to use.
• Deliver “Service Excellence" and ensure customer satisfaction at all times. 
• Maintain all records and appropriate paperwork with regard to client installations and work carried out. Create Service Reports for customer signature and complete all Company required paperwork on time. 
• Adhere to safety and health regulations and obligations, together with all Company Policies and Procedures with particular reference to ISO Quality Procedures, e.g. Work Instructions and Method Statements incorporating Risk Assessments. 
• Adhere to site rules and participate in site inductions as and when required. 
• Carry and maintain an up-to-date stock of spare parts and consumables in the Company vehicle and maintain this stock and equipment in good order. 
• Participate in the On-Call Engineer Rota. 
• Maximise revenue opportunities by identifying revenue opportunities on site and by informing the Company of new site developments. 
• Proactively work with the Service Business Manager for the success of the Service Business Department, communicating customer feedback, sales and training opportunities to the Service Business Manager. 
• Provide onsite briefings, tours, induction / training to customers and to colleagues.
• Comply with Departmental changes implemented to improve the operations of the Service Department. 
• Provide telephone support as and when required. 
• Review technical documentation and write technical reports accurately in English. 
• Attend training courses when required and acquire a good working knowledge of the Company's Equipment and Applications. 
• Represent the Company professionally on site and wear at all times the Company branded clothing and personal protective equipment supplied. 
• Demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department.

Requirement & Features/Core Competencies:

1. Commitment to excellence every day.
2. This is a business-critical role as it is the primary internal function covering the renewal, negotiation and financial monitoring of annual Service Contracts across our customer base.
3. The jobholder undertakes to work efficiently and effectively, and to take full ownership and accountability for resolving all queries – and to seek direction and approval from management where required.
4. The jobholder undertakes to maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times.
5. The jobholder undertakes to interact with customers, internal colleagues, and company management in a polite and professional manner, upholding the company’s best-in-class reputation at all times.
6. The jobholder proactively contributes to the company’s success, and acts as a responsible team-player to support your colleagues and the best interests of the company at all times.
7. The jobholder is committed to the on-going success of the company, and undertakes to actively identify and deliver continuous improvement and growth within the company.
8. The jobholder is punctual, motivated and an organised self-starter who demonstrates enthusiasm and commitment to completing all tasks and activities to the highest standard possible, and within the required time-frame.
9. The jobholder commits to continuous learning and the use of the latest IT equipment and software as required by the role.
10. The jobholder demonstrates a positive approach to all tasks, and can work unsupervised or as a part of a team to complete the work duties required in the role.
11. The jobholder undertakes to follow company directives, and adhere to company policies and procedures at all times.
12. The Jobholder should have an electrical qualification.

The Job Description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future.

Key Responsibilities & Tasks of the Jobholder:

Service Support

• Generate and provide customers with sales quotations for parts and consumables
• Liaise with service engineers to obtain all relevant information to generate sales quotations, where necessary
• Follow up sales quotations within agreed timescales
• Take full responsibility of closing out sales quotations on the internal system 
• Identify where sales may be falling short and liaise with customers on this
• Follow up with customers after breakdown visits have been completed
• Reporting weekly sales information to Service Business Manager / Service Business Team Lead
• Assisting other team members where necessary

Administration Duties

• Generate Purchase Orders for Sub Contractor Labour
• Cover reception and phones as required
• General Reporting
• Any other Ad Hoc duties as required

Requirement & Features that Require Emphasising:

Critical Role

To support the general administrative needs of the Company, including systems evaluation, development, and implementation.

Ownership & Accountability

The jobholder undertakes to work efficiently and effectively, and to take full ownership and accountability for resolving all queries – and to seek direction and approval from management where required.

Professional Relationships

The jobholder undertakes to maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times.

Polite & Professional Manner

The jobholder undertakes to interact with customers, internal colleagues, and company management in a polite and professional manner, upholding the company’s best-in-class reputation at all times.

Team-Player

The jobholder proactively contributes to the company’s success, and acts as a responsible team-player to support your colleagues and the best interests of the company at all times.

Continuous Improvement

The jobholder is committed to the on-going success of the company, and undertakes to actively identify and deliver continuous improvement and growth within the company.

Motivated & Organised

The jobholder is punctual, motivated and an organised self-starter who demonstrates enthusiasm and commitment to completing all tasks and activities to the highest standard possible, and within the required time-frame.

Continuous Learning

The jobholder commits to continuous learning and the use of the latest IT equipment and software as required by the role.

Positive Approach

The jobholder demonstrates a positive approach to all tasks, and can work unsupervised or as a part of a team to complete the work duties required in the role.

Policies & Procedures

The jobholder undertakes to follow company directives, and adhere to company policies and procedures at all times.

The Job Description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future.

Key Responsibilities & Tasks of the Jobholder:

Sales Achievement & Growth Targets

• Achieve your quarterly and annual order intake targets for each Business Area.
• Assist management in achieving growth targets for the business.
• Seek out new profitable opportunities to expand the core business.
• Acquire a good knowledge of competitors’ offerings and their sales strategies.
• Improve the profit margin on all sales with a minimum requirement of maintaining the initial sales margin.

Area Management

• Obtain an understanding and an evaluation of customer requirements.
• Maintain customer contact and, wherever possible, expand the business through the existing or new customer base.
• Carry-out regular customer liaison meetings and actively manage key accounts.
• Inform customers of the costs of keeping old equipment and the benefit of upgrading to newer and more economical systems.
• Produce an Action Plan for the area and build a customer database.
• Maintain accurate customer product files and up-to-date details.
• Produce quantitative business results.
• Work to maintain the Company’s leadership position within the marketplace.
• Maintain top level contacts with key customers and play a high profile part within the industry.
• Pro-actively schedule appointments and manage your Call Plan and time effectively.
• Manage and maintain your own calendar weekly, having a minimum of 4 weeks planned in advance

Administration:

• Update ACT Database on a weekly basis.
• Daily update of our Skywater system 
• Maintain accurate and up-to-date files.
• Submit completed and accurate Expense Reports for all reasonable and genuine expenses incurred.

Communication:

• Very strong communication skills both written and verbal
• Receive and handle queries from customers and evaluate their requirements and follow-through on the work to be carried out.
• Interact with the Internal Service operations team and the Service Engineers to maximise opportunities while maximising our internal knowledge 
• Demonstrate strong interpersonal and team skills and the ability to work on one’s own initiative and as part of a team.
• Demonstrate a sense of urgency and responsibility and adopt a “follow-through” and “close-out” approach.
• Maintain regular telephone contact with the office and other members of the Sales Team.
• Show a genuine interest in the business and suggest ways of improving the business to the Service Business Manager
• Report back to the Management Team on market conditions and market trends.

Features of the Job that Require Emphasising:

• Candidate must have relevant 3rd level qualification in Science, Engineering or Technology. 
• A working knowledge of the Laboratory and Healthcare Industry is beneficial
• Sufficient documentary records are collated to confirm that procedures have been satisfied and to ensure that the Company’s position is protected should a dispute arise.  
• Improve the profit margin on all sales with a minimum requirement of maintaining the initial sales margin.
• This is a field based position which will require the person to work from home or from the office and be prepared to travel within Ireland.
• Flexibility is important in this role and the need to work outside normal working hours, staying away from home overnight on occasions.
• Adhere to all Company Policies and Procedures.
• Adopt a flexible approach to working hours to cope with urgent situations or unexpected workload as may arise from time to time as well as a willingness to undertake any other ad hoc duties as requested.