Field Project Specialist-Orlando

Role Objective

• Execute pre-installation site assessments for dispensing systems installation projects to determine accurate materials requirements
• Execute quality assessment, technical troubleshooting, post-installation audit, installation support, and other tasks in the field as directed in support of GOJO's strategies
• Create relationships with project champions at customer facilities in support of installation and service projects
• Collaborate within the Field Operations team and across functions to support the implementation of dispensing systems solutions at customer locations
• Collaborate with installation/service partners and customers to as needed to support the implementation of dispensing systems solutions at customer locations
• Support selling team as a "subject matter expert" during sales calls and service visits
• Support other activities as needed to strengthen and extend GOJO's presence in dispensing systems markets

Essential Functions And Responsibilities

• Professional execution of pre-implementation planning processes, installation audit and support, and post-implementation service including appropriate/timely internal and external communication
• Meet/Exceed service commitments for implementation and post-implementation support programs
• Defuse volatile customer situations by listening intently, identifying the key pain point, and offering GOJO service/support where appropriate
• Help customer understand root cause of dispenser/system performance issues and ensure recommended resolution will meet customer's expectations
• Fully support GOJO's dispensing system warranties
• Is attentive to customer needs/requests outside area of expertise/responsibility. Escalates customer requests to appropriate internal resources for resolution
• Activities/interaction support long-term customer relationships
• Leverage GOJO internal network to ensure high levels of customer satisfaction
• Partner with field sellers to understand and meet customer/end-user expectations
• Plan and execute daily/weekly work autonomously (remote)
• Plan/manage schedules to support timely site survey, service, and audit activities. Coordinate closely with end-user (champion), GOJO Seller, GOJO Sales Ops, and GOJO Field Ops to ensure schedules and expectations are aligned
• Complete daily, weekly, and monthly scorecarding as needed to monitor results
• Skillfully assess customer and end-user leadership environments to identify formal/informal leaders and influencers to support effective/timely communication throughout the survey, service, or audit
• Communicate with installers during onsite audits to provide feedback/direction on installation practices. Correct behaviors that do not comply with GOJO installation standards and expectations. Seek support from GOJO installation management team to address significant concerns
• Act quickly to resolve technical issues leveraging multiple resources
• Balance multiple projects in various stages of implementation and various locations with various team members concurrently. Adjust quickly as required by end-user schedule changes
• Coordinate with GOJO logistics to ensure timely/complete delivery of necessary material
• Partner with clinicians, engineers, product management, and sales throughout project to share learnings in support of product/service improvement/development efforts
• Provide timely post-implementation service for SMARTLINK™ (emerging technology, networked devices, big-data, infrared sensor placement) systems to address any system or device failures
• Demonstrate ability to train peers and other workgroup members to support team development

Education and Experience Qualifications

• Four year technical degree required or equivalent education/work experience with a minimum one year Quality Assurance, Technical service, or Customer Service work
• Strong background in dispensing, field service knowledge may offset education/experience requirements
• Lean Six Sigma experience a plus
• Project Management certification a plus
• Intermediate level of proficiency with MS Word, Excel, and PowerPoint
• Demonstrated ability to communicate ideas clearly and concisely to leadership
• Demonstrated ability to prioritize and balance multiple priorities and projects

Supervision/Coordination

Influence of and close coordination with employees who do not report to this position is critical to the success of the role

Role Type

Mostly Virtual - Less than 10% on-site work

Travel Requirements

• Overnight Travel - 100% - required
• Valid driver's license required with acceptable points limit attained

FLSA Status: Non-Exempt

Compensation & Benefits

The expected starting pay for this role is between - per year. Within this range, an offer will depend on factors such as level of experience and technical competencies relevant to this specific role, as well as internal equity considerations. In addition to base pay, all GOJO team members are bonus eligible.

Benefits include 401(k) match, parental leave, and onsite well-being care.