Technical Customer Service Executive (Kampala, Uganda)

Our client, one of the leading MFCGS companies in the region with headquarters in Kenya is looking for a Technical Customer Service Executive to maintain & grow existing customers and acquiring new ones to drive revenue and grow market share in Uganda.

JOB PURPOSE:

This is a direct selling and customer-facing role to maintain & grow existing customers and acquiring new ones to drive revenue and grow market share. The role will maintain existing dosing and dosing control equipment, install new ones and respond to challenges in customer/end-user facilities. This will ensure that our client’s chemicals are dispensed to achieve superior results by training the customer on product knowledge dilutions and dispensing in all application areas.

KEY RESPONSIBILITIES:

• Customer Service & Business Development  - Work closely with the distributor(s) to build capacity to ensure superior delivery of technical services and products to all customers within the agreed territory – this will be through product and staff training, products and D&D (FOL) forecasting, and building capability jointly with the distributor to deliver products and services On Time In Full.
• Conduct business development activities as business needs may require from time to time. These will include but not be limited to products and service demonstrations, customer trials, etc.
• Install, conduct planned routine maintenance, and repair dosing and dosing control equipment servicing as per equipment requirements.
• Offer technical training on dosing control equipment to customer staff members to ensure they can operate them efficiently and effectively
• Ensure that chemicals are dispensed to achieve superior results as per MSDS & PIS through double working with customer’s staff members.
• Learn chemical and machine knowledge.
• Keep records of all dosing and dosing control equipment under the sector within the assigned accounts. These records will include service reports.
• Keep records of all Planned Maintenance Schedules and respond to customer breakdowns within the agreed time as required by the team leader.
• Develop an in-depth understanding of the local market and the competitive position and activities and report on competition activities and customer needs that are not met. To establish customers' critical needs in terms of product application
• Respond to and resolve customer dosing and performance emergencies as per SLA.
• Be the go between the distributor, our client’s functions including Finance, Supply Chain, Marketing, Applications etc and end user customers.

Managerial Responsibility

• May provide guidance to colleagues (e.g., coaching, assigning work, ensuring monthly/weekly plan is duly done and updated, providing input into hiring decisions and evaluating performance). 

EDUCATION QUALIFICATION, EXPERIENCE, SKILLS, AND TRAITS

• A bachelor’s degree or a diploma in engineering, electronics or a related field.
• 0 – 3 Years of experience in a similar role.
• Technical ability to maintain and work with machines and production lines.
• Should possess great leadership, communication and problem-solving skills.
• A motivated and goal-oriented individual.

All applicants are advised to adhere to the application guidelines for consideration. Only shortlisted candidates will be contacted