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Technical Service Specialist
4 weeks ago
Key Responsibilities:
* Deliver, develop, and certify trainees in 'Train the Trainer' courses for Avon Protection customer-facing staff to support Level I, II, and II+ training in the field.
* Deliver, develop, and certify trainees in external courses for training Levels I, II, II+, and III in the field.
* Provide technical service and support in the field for customers experiencing warranty or maintenance issues with their products.
* Support Avon Protection's HPW internal service centre in achieving and maintaining best-in-class service practices around Helmet, Thermal Imaging, and Respiratory product lines to maximise service support contract revenue and customer satisfaction.
* Clean, maintain, and test T&E (Trial and Evaluation) and training equipment to provide support for the EMEA/APAC region, ensuring the best possible first impression is always made.
* Capture customer feedback and relay to relevant internal parties.
* Liaise with the Customer Service Commercial Specialist to ensure compliance of exported goods and technical information.
* Work within the Service Centre, responsible for establishing operational and HSE protocols, as well as conducting routine, yearly, and scheduled services, as well as carrying out repairs to Avon's and End users' equipment.
* Provides reports for service work conducted and updates X3 service responses as per SOPs.
* Conduct audits of partner service centres and provide reports and findings to the Training & Technical Service Manager.
* Work closely with the Training & Technical Service Manager and be prepared to take on additional tasks as necessary.
Requirements:
* Bachelor's degree in Business Administration or Engineering preferred or equivalent work-related experience.
* Minimum of 5 years' experience with safety/health, first responder, industrial, or military products; RPE preferred, Thermal Imaging, SCUBA/Rebreather also considered.
* Excellent communication, teamwork, and time management skills.
* Demonstrated presentation creation ability.
* Demonstrated ability to deliver technical training and train others to do so.
* Demonstrated ability to interact directly with customers to quickly de-escalate and resolve concerns; ability to converse technically regarding RPE preferred.
* Demonstrated ability to work in a technical environment, overcoming language barriers and working through translators as necessary.
* Demonstrated experience servicing and maintaining equipment.
* Ability to work with and influence cross-functional teams including technical service, training, engineering, manufacturing, regulatory, product management, sales, and marketing.
* Confident Microsoft Office and PowerPoint user.
Desirable:
* Military, CBRN, or First Responder background beneficial.
* Experience with respiratory protection or related products in a technical capacity.
* Business systems experience (Sage X3, Zendesk).
* A second language (technical proficiency).
