General Job Spec: To do something worthwhile, see the world and help make a difference.
Hepburn Bio Care is the leading supplier to the marine industry of environmental, super concentrated phosphate-free, non-toxic products for interior and technical cleaning, grey/black water line maintenance, and treatment of contaminated bilge and organic wastewater. Your prime and over-riding responsibility is to provide and manage operational support services to Hepburn Bio Care Group and Hepburn Bio Yacht Care clients worldwide; to encourage the use of current Hepburn products and further promote the use of additional Hepburn products, to ensure that the client is always well supported, serviced and happy with Hepburn bio care, products & applications. As an Operational support to ensure that all services to customers are running to the highest and most efficient level to provide smooth and efficient service to meet client expectations and needs, this in conjunction with increased turn over and profitability whilst keeping all costs controlled and to the minimum.
To stay presentable at all times, taking pride in representing Hepburn and protecting our oceans and our world.
Attention to detail is essential in all aspects of the daily execution of your responsibilities. You need to be determined in monitoring the current status of every customer, from surveying vessels, hotels etc., to writing reports, fitting dispensers’ /programming pumps, onboard training, and other services relative to customers’ needs including new client/vessel implementation. This position is crucial to providing excellent support, service and ensuring continued customer satisfaction, extensive travel will be required.
You will be responsible for (in addition to Technical Officer tasks*):
- Ship visits to implement products – developing and maintaining relationships with Ships’ personnel / Ships Managers and owner/customers. Perform onboard environmental and product use training. Travel on board the vessel to ensure correct procedural product use and consumption and annual audit.
- Fully Manage client accounts including varied analysis of product use/consumption etc.,
- Liaise with Heads of Department on all environmental / and Technical Issues (Hotel Managers / Environmental Managers / Staff Captains / Chief Engineers) and Owners / Clients directly.
- Liaison with Logistics to ensure correct supply maintain regular monitoring equipment and products on vessels/hotels/rigs
- Proactively monitor Consumption and implement consumption control for customers and troubleshoot any issues as they arise.
- Compile detailed reports on the current situation following each visit – providing Hepburn Bio Care with a comprehensive, true chronological history of the situation before the use of Hepburn, during set-up and normal use of the products following implementation.
- Manage and Ensure Product and Accessory deliveries are completed and carried out in line with requirements
- Technical support visits for existing ship/ferry/yacht customers to include Engine / Deck training & Hotel personnel training as and when required.
- To be in compliance at all times with safety / environmental and maritime guidelines
- Develop further client base as directed by CEO.
- Related and ad hoc duties as directed by CEO.
- Support and Oversee Global Planning Dept., Liaison regarding vessel status, to identify required ship support visits or sails. Assist and guide implementation preparations and forward planning
- Whilst carrying out ship visits the Operations Manager will act as a Technical Officer.
- Oversee and improve Technical operational management systems, Manuals and supporting documentation. Oversee and proof-read material in liaison with the Marketing department
- In conjunction with CEO, oversee day to day actions, technical staff, Client allocations/responsibilities. Costs and client development.
- Maintain awareness of and comply with the Company Quality Policy and applicable Company Procedures.