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. It is essential that you are at all times supporting all clients and possible clients in an efficient and professional manner. You are expected to be ready and well prepared for all technical support communications and visits: previous reports read, discussions of aims and expectations for all meetings, visit and communications to be conferred with the relevant Executive Account Manager, and a full understanding of what is expected from you to be agreed.
All TO’s are responsible for preparing a tool bag, application sheets, computer, pre-visit documents, and will need all pre-visit paperwork filled in and well documented prior to a visit. Full visit meeting reports will be completed within 24 to 36 hours of your visit/meeting. Client support is expected to be implemented in a professional and timely fashion, completed on time and within budget so that the client/project's objectives are met. To meet these aims, you must work closely with all other HBC staff - keeping all departments informed of any and all information that will support and facilitate the right results for both the client and HBC.
Responsibilities:
- To be well prepared for each visit. Documents, previous reports read, trip planning, costings done for assigned client visits, budgets agreed and met.
- Deal with external companies/partners for product trials and lab trials.
- Management of all Offshore clients.
- Management of selected cruise vessels.
- Management of Land-based clients in the UK.
- Adjustments to technical drawings and analysis in relation to wastewater systems onboard cruise vessels.
- Sail onboard cruise vessels to implement changes identified and resolve any problems.
- Deal with any technical queries’ received internally and externally.
- 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.
- Develop further client base as directed by Global Senior Executive Manager / CEO.
- To include but not limited to setting-up and installation of product dispensers and pumps on board Marine vessels or land-based units. Including full product implementation and training.
- To deal with customer queries and field investigations as required.
- Provide required client follow up and after-care by email in a timely fashion.
- Keep detailed and well-organised files on each client on a day to day basis.
- Ensure all visits are carried out in a professional and constructive manner.
- Provide client product documentation, accessories, training and support in an organised and timely manner. To ensure that the relevant departments are informed of all items required or delivered to the client.
- Develop expertise by regular communication with other colleagues - exchange of experiences, applications and technology training this is important to help in developing new products and procedures to improve company efficiency.
- Oversee training of new Technical officers.
- Ensure all installations conform to all regulatory requirements.
- Proactively monitor product performance consumption and troubleshoot any operational issues as they arise – ensure EAM is aware
- Maintain awareness of and comply with the Company Quality Policy and applicable Company Procedures.