Philosophy: The Field Service Representative implements strategies and agendas set forth to meet the infield needs of the Customer Service and Sales department.
The Field Service Representative is one of the companys primary face to face contacts, responsible for assisting with customer relation as well as operational efficiency by:
Evaluating next day schedules and coordinating with Customer Service & Sales Manager to prioritize on site representation
Troubleshooting service issues in real time and communicating with Logistics Professionals to make necessary changes.
Working with Plant Managers to guide/escort Delivery Professionals to and from washout area.
Developing and maintaining quality relationships with internal & external customers
Pre-Runs to DOT jobsites & real time guide for first out Delivery Professionals to DOT job-sites
Slump testing at Plant & Job locations (ACI training; Eventual ACI certification)
Assist Technical Services team on large, early morning commercial jobs
Safety: The Field Service Representative places the highest priority on safety.
Maintain and use Personal Protective Equipment (PPE)
Never put yourself, others or equipment in jeopardy
Act as an advocate for safety by promoting at every opportunity.
Professionalism: The Field Service Representative is a consummate business professional.
Treat others with courtesy and respect
Present self to customers and fellow employees in a professional manner and maintain a neat and well-groomed appearance
Keep all equipment and vehicles neat and clean.
Vision: Integrity.
Every effort should be made to sincerely anticipate and meet customer commitments.
When service issues arise that prevent the organization from meeting commitments, the customer must be notified proactively.
Untruths or factual misinformation are not acceptable under any circumstances.
Customer Partnerships.
There are many variables in ready mixed concrete delivery that make perfect service difficult to deliver.
To provide optimal service, relationships with customers should be developed through honest exchanges of information between the company and customers.
Speedy Problem Resolution.
Problems that hinder excellent service or reduce efficiency must be identified and resolved.
In many cases, symptoms of problems are addressed without the root cause being identified, resulting in recurring instances of inefficiency and diminished customer service.
The Field Service Representative identifies the root cause of problems and clearly communicates with involved parties to generate both short and long term solutions.
Demeanor: Cheerful.
Customers enjoy conducting business with pleasant, happy people.
As a result, the Field Service Representative should always seek to project a pleasant demeanor.
Helpful.
The Field Service Representative utilizes active listening skills to anticipate customer needs.
Specific customer requirements should be identified and met.
Defusing Tensions.
The Field Service Representative must intuitively sense the customers frustrations and annoyances.
When Customer Service is unable to ease customer frustration, the Field Service Representative must proactively communicate with management and the Sales Team / Sales Manager to ensure that customer dissatisfaction is addressed.
No Arguments.
Negotiations should always pleasant, and arguments of any kind with customers should be avoided.
If it becomes necessary to confront a customer, the Sales Team should be involved and, in most cases, should handle the confrontation.
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