National Accounts Technical FER

Responsibilities

• Point of contact for technical troubleshooting for National Account Field Equipment team (FER).
• Work with the NA National Accounts FER Technical Lead and National Account sales team on targeted strategic initiatives to improve our technical support.
• Assist NA National Accounts FER Technical Lead and FER Leads with field campaigns.
• Participate on National Account update meetings and quality resolution meetings.
• Communicate systemic quality issues to the NA National Accounts FER Technical Lead and FER organization.
• Align with NA National Accounts FER Technical Lead and FER Leads to drive cost avoidance initiatives.
• Aid in the development of communication plans for the FER group.
• Aid FER leadership with developing installation training sessions.
• Organize Voice of the Customer (VOC) data with the quality team.
• Recommend additional product design improvements focused on reducing the opportunity for contractor error.
• Collaborate with cross-functional teams and FER Technical Lead on continuous improvement projects involving large scale rollouts.
• Aid Krack sales group with their field support needs.
• Perform field report entry, order parts, coordinate contractors, and communicate with FER Leads.

Qualifications

• Bachelor’s Degree with 8 years of relevant experience OR high school diploma and 12 years of relevant experience.
• Refrigeration and electrical technical skills.
• Experience working with national accounts preferred.
• Clearly demonstrated ability to lead, facilitate, organize, and motivate multiple people toward an identified goal.
• Demonstrated ability to identify and champion projects through to completion.
• Excellent interpersonal and persuasion skills, both verbal and written required.
• Experience with team processes and facilitation.
• Ability to train and mentor others.

About the Role

This individual will utilize both internal and external processes to verify equipment quality in the field and take necessary actions to remedy all equipment deficiencies to obtain high customer satisfaction. This person will be responsible for multiple concurrent projects and work with various departments and external organizations to meet project objectives and deadlines. The position will report to the NA National Account FER Technical Lead.