Field Service Representative

3 weeks ago

Basingstoke, United Kingdom Trane Technologies Full time
At Trane TechnologiesTM  and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Summary:

The Technical Deployer plays a crucial role in enhancing customer experience and driving sales opportunities within the HVAC industry. This position requires a blend of technical knowledge, customer service expertise, and strong communication skills to effectively support both customers and internal teams. The role also involves continuous process improvement and collaboration with cross-functional teams to maximize sales potential and improve operational efficiency.

Key Responsibilities:

Customer Relationships:

·       Proactive Planning and Allocation: Efficiently plan and allocate technicians to customer site visits based on their skill sets for maintenance, repairs and Trane Building Advantage services

·       Relationship Building: Develop and maintain strong relationships with both existing and potential customers, serving as a reliable point of contact.

Collaboration with Sales Team:

·       Communication Channels: Establish and maintain strong communication channels with the sales team.

·       Information Transfer: Ensure accurate transfer of all relevant information to the sales team for follow-up via the Customer Relationship Management (CRM) system.

Process Improvement:

·       Evaluation Processes: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team.

·       Identify Improvement Areas: Identify areas for improvement in capturing sales opportunities during customer care interactions.

·       Cross-Functional Collaboration: Work with sales, marketing, and operations teams to implement enhancements that better integrate sales opportunities into the customer care process.

·       Analysis: Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.

Customer Relationship Management:

·       Foster Relationships: Encourage the customer care team to build rapport and trust with customers, creating an environment conducive to exploring sales opportunities.

Internal Controls and Administration:

·       Support Teams: Assist internal administrative and customer care teams with administration tasks during peak times.

Skills and Capabilities:

·       Customer Care or Sales Support Experience: Proven experience in a customer care or sales support role. 

·       Customer Service Knowledge: Strong understanding of customer service principles and fulfilment.

·       Interpersonal Skills: Excellent interpersonal skills to build and maintain customer relationships.

·       Communication and Negotiation: Effective communication and negotiation skills.

·       Analytical Thinking: Strong analytical thinking and problem-solving abilities.

·       Technical Proficiency: Proficiency in using customer service software, CRM systems, and MS Office Suite.

·       People Skills: Strong people skills with a positive mindset.

·       Independence: Ability to work with minimal supervision.

·       Legal Right to Work status Confirmed right to work status for the country of application.

·       HVAC Industry Experience: Proven experience in the HVAC industry

·       Health and Safety Knowledge: Knowledge of health and safety regulations

You can look forward to:

·       Competitive salary and benefits including pension, healthcare, life insurance and wellbeing platforms.

·       A fast-paced working environment

·       An excellent working culture and community

·       A structured induction plan with continued learning and development.

·       A key role where you can make a direct contribution to our business.

Not exhaustive - your manager may add additional tasks, as required to complete the company strategy.


We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.

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