Field Service Representative - Technical Deployer - Trane UK Ltd

at  Trane Technologies

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We’re a team that dares to look at the world’s challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

JOB SUMMARY:

The Technical Deployer plays a crucial role in enhancing customer experience and driving sales opportunities within the HVAC industry. This position requires a blend of technical knowledge, customer service expertise, and strong communication skills to effectively support both customers and internal teams. The role also involves continuous process improvement and collaboration with cross-functional teams to maximize sales potential and improve operational efficiency.

Skills and Capabilities:

• Customer Care or Sales Support Experience: Proven experience in a customer care or sales support role.
• Customer Service Knowledge: Strong understanding of customer service principles and fulfilment.
• Interpersonal Skills: Excellent interpersonal skills to build and maintain customer relationships.
• Communication and Negotiation: Effective communication and negotiation skills.
• Analytical Thinking: Strong analytical thinking and problem-solving abilities.
• Technical Proficiency: Proficiency in using customer service software, CRM systems, and MS Office Suite.
• People Skills: Strong people skills with a positive mindset.
• Independence: Ability to work with minimal supervision.
• Legal Right to Work status Confirmed right to work status for the country of application.
• HVAC Industry Experience: Proven experience in the HVAC industry
• Health and Safety Knowledge: Knowledge of health and safety regulation

Customer Relationships:

• Proactive Planning and Allocation: Efficiently plan and allocate technicians to customer site visits based on their skill sets for maintenance, repairs and Trane Building Advantage services
• Relationship Building: Develop and maintain strong relationships with both existing and potential customers, serving as a reliable point of contact.

Collaboration with Sales Team:

• Communication Channels: Establish and maintain strong communication channels with the sales team.
• Information Transfer: Ensure accurate transfer of all relevant information to the sales team for follow-up via the Customer Relationship Management (CRM) system.

Process Improvement:

• Evaluation Processes: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team.
• Identify Improvement Areas: Identify areas for improvement in capturing sales opportunities during customer care interactions.
• Cross-Functional Collaboration: Work with sales, marketing, and operations teams to implement enhancements that better integrate sales opportunities into the customer care process.
• Analysis: Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.

Customer Relationship Management:

• Foster Relationships: Encourage the customer care team to build rapport and trust with customers, creating an environment conducive to exploring sales opportunities.

Internal Controls and Administration:

• Support Teams: Assist internal administrative and customer care teams with administration tasks during peak times.

Skills and Capabilities:

• Customer Care or Sales Support Experience: Proven experience in a customer care or sales support role.
• Customer Service Knowledge: Strong understanding of customer service principles and fulfilment.
• Interpersonal Skills: Excellent interpersonal skills to build and maintain customer relationships.
• Communication and Negotiation: Effective communication and negotiation skills.
• Analytical Thinking: Strong analytical thinking and problem-solving abilities.
• Technical Proficiency: Proficiency in using customer service software, CRM systems, and MS Office Suite.
• People Skills: Strong people skills with a positive mindset.
• Independence: Ability to work with minimal supervision.
• Legal Right to Work status Confirmed right to work status for the country of application.
• HVAC Industry Experience: Proven experience in the HVAC industry
• Health and Safety Knowledge: Knowledge of health and safety regulations