Product Usage Field Technician

Product Usage Field Technician

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Location: Johannesburg, SA
 

MISSION:

• Capture Usage: Collects on the field performances and usage conditions of products and associated services, in order to improve our offer and identify risks.
• Give advice: Provides Technical Support to Customers, Prescribers and to M&S teams, in order to promote and optimize the Benefits that our Products and Services bring to the Customer, maximize technical added value and reduce risks.
• Market surveillance: Monitors the environment and field performances of our Products & Services vs. Competition, reports Weak- Signals and/or Alerts including “Copycat”, implements corrective actions and deploys actions for market interventions.
• Claim Management: Contributes to the resolution of Customer dissatisfaction in the spirit of Customer Centricity and Protection of the Company. If (s)he has the delegation, manages Product Liability matters and minor disputes with tires and associated services under the responsibility of Product Liability Correspondent.
• Field Surveys: Depending on domains, can organize, prospect, negotiate, implement and follow Fleet Surveys on the field, in order to improve the quality of our offer (products and services) and manage residual risks on new technologies or designs.

 

KEY EXPECTED ACHIEVEMENTS:

• Definition, steering and realization of field usage / performance studies (end of life tires exam, usage characterization and performance measurement plans, …)
• Synthesis reports for performance measurement studies (MC tires, field survey) and field usage measurements
• Quality of customer claims collection (quality of treatment by the sales forces and coherence of collection with the reality, ...)
• Alert reports sent to Central teams (Risk Analysis)
• Reports following minor litigation (if delegation and out of AMN)
• Give advice and technical training for sales force
• Give advice and technical training for external customers
• Technical demonstrations during commercial product launch events
• On-the-job training / tutoring for newcomers.