PURPOSE OF THE ROLE

The primary role of this position is to provide repair and maintenance services for all Hach equipment, both at customer sites as well as in- house.

Essential Functions:

• Establish and maintain strong customer relationships by making periodic contact/visits, exploring specific needs, resolving problems, and establishing service strategies


• Evaluate Channel partners associates service abilities, maintain skills matrix, identify, and plan development and trainings for them


• Ensure lean and accurate parts inventory within the region


• Use established work instructions to provide repair, calibration, certification, testing, and preventative maintenance services for all Hach equipment.


• Work cooperatively with the Service team and field sales staff to promote customer satisfaction.


• Provide technical support for Customers while on-site and while traveling.


• Actively promote contractual service agreements and upgrade purchases of new equipment.


• Submit prompt and accurate service and expense reports that affect billing, inventory, instrument history, workload, and profitability.


• Follow safe work practices appropriate for the environment including awkward or cramped spaces, electrical and mechanical hazards.


• Frequent overnight travel, field Service work will include travel into Sub Saharan Africa.


• Provide training of Hach installed equipment to customers.

Other Functions:

• Perform other customer service-based duties as assigned.


• Education, Background, and Skills Requirements:


• A minimum of certificate or diploma in instrumentation, electrical, electronic, or equivalent.


• A minimum of 3 years of industry experience.


• Good customer interaction skills.


• Proficient with commonly used electronic test equipment (such as digital voltmeters) & mechanical aptitude.


• Ability to work independently and prioritize work.


• Demonstrated working knowledge of Microsoft Office, and the internet.


• Must have a valid driving license and a satisfactory motor vehicle driving record.


• Good problem-solving skills.


• Must have good written and verbal communication skills.


• Knowledge of basic chemistry, related to either the Beverages, Water or Power industry will be helpful but not essential

Relationships & Environment :

• Position is based in Kenya but travel to other countries in the region would be required.


• Reports to Regional Sales Manager – East, West, and North Africa.


• The work environment for this position is both office and field service and technical support activity.


• The field activity will take this individual into customers' locations and moderate physical activity occurs (e.g., lifting/carrying of materials).

Measures of Performance
Achievement of annual service objectives within a given market/territory.