Training & Service Technician

3 weeks ago

Melksham, United Kingdom Avon Rubber Full time
Position: Training & Service Technician Location: Melksham, United Kingdom
Job Id: 789 # of Openings: 1 Job Title: Training and Service Technician Location: Melksham, UK Business Unit: Avon Protection Scope of the Function Great customer experience requires support throughout the life cycle of the product. The customer facing Training & Service Manager will ensure that Avon Protection’s customers are provided with premium after-sales support commensurate with Avon’s premium product offerings through the development and maintenance of World Class Training & Service capabilities for all customers and staff. This role’s responsibilities include performing repairs and upgrades of customer equipment, both at Avon’s HPW facility and in the field; conduct of training at all levels from user to service centre technician, both at Avon’s HPW facility and in the field; audit of partner service centres; and the operational oversight of our HPW service and repair facility. Key Responsibilities Accountability/Responsibility: Training & Service EMEA/APAC Deliver, help develop content, and certify trainees in ‘Train the Trainer’ courses for appropriate Avon Protection customer facing staff to support Level I, II, and II+ training in the field. Deliver, help develop content, and certify trainees in external courses for training Levels I, II, II+ and III in pLEthe 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 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 carrying out repairs to Avon’s and End users’ equipment. Provides reports for service work conducted and Updates X3 service responses as per SOP’s. Conduct audits of partner service centres and provide reports and report 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. Level of Travel: Medium- High 50-60%; Domestic & International Education : Bachelor’s degree, Business Administration or Engineering preferred or equivalent work-related experience. Essential 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

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