Field Service Installer I-Frederick/Baltimore MD

Reconcile GOJO / distributor shipments and stage dispensers/product for installation. Remove old dispensers minimizing any wall damage for disposal and/or recycling. Install new dispensers per Title III ADA and NFPA guidelines. Maintain a clean and safe customer environment removing all trash and packaging material as directed by the customer. Communicate effectively with the installation lead, installation team, GOJO personnel, facility personnel, patient, and families. Develop good rapport with project champions at customer facilities in support of installations. Support the selling team as a “subject matter expert” during the dispenser installation. Support other activities as needed to strengthen and extend GOJO’s presence in dispensing systems markets.

Customer Satisfaction

• Professional execution of the dispenser installation process includes announcing before entering a room, leaving the inside and outside of the dispenser and floor free from any debris, and properly disposing of materials
• Meet/Exceed time commitments for scheduled installations
• Defuse volatile customer situations by listening intently, identifying the key pain point, and offering GOJO service/support where appropriate
• Is attentive to customer needs/requests outside area of expertise/responsibility
• Escalates customer requests to the installation lead who can reach out to the appropriate internal resources for resolution
• Activities/interaction support long-term customer relationships
• Receptive to field seller feedback on customer/end-user expectations

Capability

• Adheres to daily/weekly work schedule arriving on time so the team can travel together as scheduled
• Follow GOJO installation standards and expectations
• Act quickly to resolve product or dispenser issue technical
• Adjust quickly as required by end-user schedule changes
• Partner with the Installation Lead and other GOJO personnel to share learnings in support of installation and product/service improvements
• Demonstrate the ability to assist in the training of other installers as necessary peers

Quality

• Report any dispenser / product issue (performance or quality) with the Lead Installer who can reach out to the appropriate partner to address such as Global Quality Technical Support, the SMARTLINK Technical Systems Engineer, and Field Operations Coordinators
• Resolve minor issues on-the-spot for dispensing system and SMARTLINK systems when tools and materials and other required resources are readily available
• Provide professional assessment of performance issues and make recommendations for solutions
• Provide resolution recommendations to the Installation Lead as appropriate
• Help customer understand root cause of dispenser/system performance issues and ensure recommended resolution will meet customer’s expectations
• Spot trends in system performance, capture information, and escalate as needed

Market Leadership

• Support fastest, cleanest, and most sustainable dispenser installation
• Provide market leading troubleshooting and service for dispensing systems to ensure continued profitable operation
• Identify product placement and other “upselling” opportunities for Field Sales partners. GOJO dispenser installations support enterprise profitability expectations

Innovation

• Support the creation of market-leading service and support processes by active participation in process development, testing, and feedback as needed

Financial Strength

• Work with the lead install to return dispenser overages through the RGA process to protect GOJO profitability
• Assist lead installer in capturing accurate dispenser installed counts

• Associate degree, two (2) years of technical trade school, or equivalent education/work experience
• Minimum one (1) year installation or related experience
• Strong customer service skills are a must
• Ability to obtain be obtain health care facility credentialing is requirement.
• Must pass criminal background check, drug screening, and be willing to get all necessary inoculations

The starting pay rate for this role is 23.44 per hour. In addition to base pay, all GOJO team members are bonus eligible. Click Here for a comprehensive list of benefits we offer including 401(k) match, parental leave, and onsite well-being care.