Solution technician

About the role

The Solutions Technician (ST) supports Diamond Shine’s combined customers by providing for their chemical needs. The ST works with Business Development Managers (BDMs) to properly install Diamond Shine products, correct cleaning and application issues, and provide a reporting safety net for Key and National Accounts.

Responsibilities

• Coordinate and help install Diamond Shine products for Key and National Accounts.
• Accurately document setups, including cost per car and service reports.
• Use Diamond Shine’s Customer Relationship Management (CRM) software to communicate activity with the team.
• Build strong relationships with new and existing customers.
• Work with the team to address client needs, concerns, and objectives.
• Handle objections positively by clarifying issues, emphasizing agreements, and working through differences to reach positive conclusions for all.
• Work with clients to solve their cleaning and application issues.
• Provide next steps and action items for issues that cannot be remedied in the field or are outside the scope of work.
• Conduct standard service calls on Key and National Accounts to ensure Diamond Shine’s standards and commitments are met.
• Correctly report on customer retention activities using Diamond Shine’s support tools and CRM program.
• Collaborate with technical, marketing, and other internal colleagues to meet customer needs.
• Participate in internal and external client debriefs.
• Submit accurate weekly planning and bimonthly expense reports.
• Control expenses and stay within the planned yearly budget.
• Test and accurately report on all new products.
• Ensure data is correctly entered and managed within the company’s CRM protocol.
• Provide technical training to distributors and their staff.
• Develop a thorough understanding of the company and distributors’ capabilities.
• Understand and support the goals, purpose, and direction of Diamond Shine to enhance market performance.
• Present a positive image that mirrors the core values of Diamond Shine.
• Operate safely in accordance with published safety guidelines.
• Wear appropriate PPE as per company guidelines and job duties.
• Report all work-related accidents or injuries within 24 hours to the appropriate personnel.
• Contribute to team effort by accomplishing related results as needed.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED preferred.
• Three (3) years minimum of carwash service experience.
• Preferred experience working with a national distribution and direct sales network.
• Travel required.
• Clean driving record and valid driver’s license.

Benefits

• 100% employer-paid medical plan.
• Optional benefit programs including:
  • 401(k) match
  • Additional medical plans
  • Dental and vision coverage
  • Flex spending account
  • Short-term and long-term disability
  • Life insurance coverage