Technical Customer Service Executive

6 days ago

Nairobi, Nairobi Area, Kenya Solenis Full time $60,000 - $80,000 per year

Job Summary:

This is a direct selling and customer-facing role to maintain & grow existing customers and acquiring new ones to drive revenue and grow market share. The role will maintain existing dosing and dosing control equipment, install new ones and respond to challenges in customer/end-user facilities. This will ensure that Diversey chemicals are dispensed so as to achieve superior results by training the customer on product knowledge dilutions and dispensing in all application areas.

Key Responsibilities:

Customer Service & Business Development - The incumbent will work closely with the distributor (s) to build capacity to ensure superior delivery of technical services and Diversey products to all customers within the agreed territory – this will be through product and staff training, products and D&D (FOL) forecasting, and building capability jointly with the distributor to deliver products and services On Time In Full. The role will conduct  of business development activities as business needs may require from time to time. These will include but not be limited to products and service demonstrations, customer trials, etc

The incumbent will install, conduct planned routine maintenance, and repair dosing and dosing control equipment servicing as per equipment requirements. The role will also offer technical training on dosing control equipment to customer staff members to ensure they are able to operate them efficiently and effectively.

The role will ensure that Diversey chemicals are dispensed so as to achieve superior results as per MSDS & PIS through double working with customer's staff members. The incumbent will learn chemical and machine knowledge.

The incumbent will keep records of all dosing and dosing control equipment under this sector within the assigned accounts. These records will include service reports. Keep records of all Planned Maintenance Schedules and respond to customer breakdowns within the agreed time Keep records of all Planned Maintenance Schedules and respond to customer breakdowns within the agreed time as required by the team leader.

Develop an in-depth understanding of the local market and the competitive position and activities and report on competition activities and customer needs that are not met. To establish customers' critical needs in terms of product application.

Respond to and resolve customer dosing and performance emergencies as per SLA.

The incumbent will play a pivotal role as the go between the distributor, Diversey functions including Finance, Supply Chain, Marketing, Applications etc and end user customers.

Key Competencies and Qualifications:

Degree/Diploma in Engineering/electronics

At least Three (3) years' experience in B2B chemical sales role within Hospitality sector.

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