General Description (major areas of responsibility of this position):
A person in this position is responsible for installing, maintaining, testing, troubleshooting, and repairing and replacement of batteries of all sizes. Knowledge on battery product and equipment, policies and procedures is significant. Determines and recommends which products or services best fit the customers' needs which may require driving to customer destination (field service). Excellence is demonstrated consistently and process improvements are contributed.
Extent of Supervision (level of direction provided and limits in acting independently):
A person in this position operates under general to limited supervision, receives general instruction, follows routine procedures independently, and is responsible for managing and carrying out areas of responsibility within the scope of established goals and objectives. Specific directives may be provided for execution. Variations from procedure or problems are reported to the immediate supervisor without delay.
Knowledge, Skills, Abilities, and Values (KSAV) (type and level of job/team-related attributes required to accomplish expected results):
General knowledge of courteous and safe driving procedures (including forklift), methods, and techniques
General knowledge of HAZCOMM safety procedures, methods, and techniques
General knowledge of inventory tracking, safe material handling and transport procedures
General knowledge of DOT/HOS requirements
General knowledge of battery industry and automotive field concepts, practices, and procedures (language, technology, maintenance, etc.)
General knowledge of all WHS procedures, methods, and techniques associated with the job
General knowledge of sales and customer service procedures, methods, and techniques
General knowledge of material movement tracking software (domestic shipping methods, shipping and receiving procedures)
General knowledge of business policies and practices, document flows, general office procedures, rules, methods, and techniques
General knowledge of ERP (Enterprise resource planning) Applications (Prophet 21 preferred) associated with the job
General knowledge of sales and customer service procedures, methods, and techniques
Basic knowledge of marketing procedures, methods, and techniques (advertising, market research, etc.)
Basic knowledge of MS Excel applications (tables, charts and formulas, SUMIFS, SUMPRODUCT, pivot tables, VBA Macros, etc.)
Advanced skill in practicing safe work habits
General skill in operating manual pallet jack, ladders, dolly, and other material handling tools
General skill in operating motor vehicles and light industrial trucks: forklifts/powered pallet jacks; maintains excellent driving record
General skill in providing regular team member recognition
General skill in use of customer resource management (CRM) software
General skill in communicating and building positive rapport with customers through delivering quality customer service (producing satisfaction; delivering happiness)
General skill level in English composition and conversation (read, write, and speak English with good pronunciation, proper word use, structure, and grammar); Additional language preferred
General skill level in math (basic functions (addition, subtraction, multiplication, division, percent, and fractions), mathematical reasoning, number sense, reading charts and graphs)
General skill level in organization/orderliness and establishing priorities
General skill in defusing an agitated or confrontational person; handle grievances with professional etiquette
General skill in computer use and related common applications (MS Office Business Suite including, but not limited to email, spreadsheet, database, and presentation applications; and internet research means)
General skill level in use of business machines (phone, pc, copy, fax, and scanner)
General skill level in typing (accurate at 30 wpm)
Basic skill in employing persuasion techniques (gaining new referrals; generating new leads and sales)
Advanced ability to follow defined process steps with high repeatability
Advanced ability to work in a group/team or independently, when needed
General ability to interface with flexibility/adaptability to work effectively with a wide variety of people (identify and match approach to customer preference/personality type)
General ability to analyze situations, strategize actions, and solve problems quickly and effectively
General ability to identify, support, develop, and execute appropriate intermediate and long range improvement goals that support department and company objectives
Basic ability to effectively train new hires on mastered job processes, techniques, and procedures
Basic ability to maintain confidentiality
Advanced value for integrity
Advanced value for expression of a customer-centric (others-centric) attitude
Advanced value for courtesy
Advanced value for promptness
Advanced value for attentiveness
Advanced value for expression of a positive attitude
Advanced value for continuous improvement
Advanced value for team advancement
Advanced value for wellness, health and safety (of self and others)
Advanced value for highly accurate, consistently on-time work
Working Relationships (persons whom those in this position regularly interact with in order to accomplish major areas of responsibility):
Branch Manager and Staff
Maintains an image in support of Company values on the job, as well as off the job when team member can be easily identified as an employee/representative of the Company
Demonstrates good judgment in supporting Company values when non-standard situation arises.
Adds a valuable, helpful, and positive influence to the customer experience and the work environment.
Supports professional, neat, organized, clean, and safe work area. Facilities, vehicles, tools, associated/assigned PPE, and uniforms are kept clean and in good condition.
Maintains established safety rules and practices; immediately reports any safety incidents to supervisor.
Actively participates in assigned learning opportunities and in sharing job knowledge for team advancement.
Plans ahead and prioritizes work assignments with supervisor to meet due dates.
Maintains exemplary time-keeping, makes effective use of work time, performs required duties in a timely manner, and demonstrates reliability in completing assignments. Pre-plans time off with supervisor and collaborates to coordinate coverage of duties. Maintains a high-energy but safe and thoughtful pace. Exceeds minimum standards of production.
Makes sure the proper materials are on hand, and that tools, and equipment are in good working order; reports non-working tools and equipment to supervisor.
Supports the development and maintenance of well-documented departmental performance standards, policies, and procedures.
Participates in department meetings and collaborates with supervisor to continually improve efficiency and to develop and achieve realistic goals and effective strategies to meet Company objectives.
Supports a climate for job-related open communication among people and between departments.
Performs other responsibilities as required.
Key to this job is to safely deliver a high-quality customer experience while increasing the profitable sales of Company products and services. Creates and maintains promoters (raving fans) of clients
Obtains referrals from customers. Also able to successfully generate leads.
Knowledgeable in products carried and educates customers on products promoted monthly. Identifies helpful opportunities for customers through expanding the use of Company products and services.
Deliver product and pick up used batteries, as well as maintain and replenishes consignment products for customers. Plans efficient routes, ensures proper/accurate, staged, and safe stocking of vehicle. Assists in loading and unloading process.
Assist retail customers and perform battery installations.
Loads and offloads vehicles, prepares shipments, ensures warehouse is orderly, safe, and clean
Performs battery charging and reconditioning
Performs inventory cycle counts and complete counts
Maintains accurate documentation of all customer transactions.
Coordinates regularly with supervisor to achieve targeted sales objectives.
Trains personnel on mastered job processes, techniques, and procedures
Performs facility and equipment maintenance tasks as assigned.
Physical Requirements / Working Conditions:
The physical demands described herein are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions (team members are required to contact the designated Human Resources in such cases to document the accommodation).
Significant physical strength, physical resilience, and mental alertness is imperative within this job. This is primarily a non-stationary position working in a non-temperature-controlled environment with extended periods of time spent in diverse positions due to diverse nature of customer facilities. Extended periods of sitting or standing at a desk/counter occur to prepare reports and to drive. Significant mental alertness and quick reflexes are required in order to safely drive. Standing and walking is required to interface with customers, gain access to their buildings, which may require the use of stairs, and to deliver communications or product requiring the ability to, lift, carry, climb, reach, stoop, kneel, crouch, and continuous mental and visual attention with eyesight correctable to 20/20 and specific vision requirements of close vision and the ability to adjust focus. Peripheral vision and depth perception are also required for driving safety, and to safely work in diverse customer sites including the possibility of warehouse, production, construction, and other hazardous locations. The employee operates a keyboard/mouse, answers telephone calls and occasionally bends, reaches, and pushes and pulls file drawers to file documents requiring finger and hand dexterity, reaching, lifting, and twisting. While the use of tools is encouraged, employees in this job carry product weighing up to 70 lbs. across diverse customer conditions and perform product installations that may not allow for material handling equipment and may require extended-reach lifting. Participation in group lifts for heavier weight or awkward positions (including extended reach) is required. Employees push pallets (using a pallet jack) with product weighing over 1 ton. Employees load, off-load, push, and pull wheeled carts with product loads commonly weighing over 200 pounds. Stacking of batteries occurs with all branch personnel, not otherwise restricted, from time to time, requiring physical endurance to move individual units in quantities exceeding 2 tons in a day. Maintaining strength and resilience to do so is required. Ability to recover quickly and repeat tasks is necessary. Team members are required to notify their manager if they believe that they are not able to safely continue to lift and require a recovery period of lighter duties. Personal protective equipment consists of uniform, safety glasses, gloves, and safety-toe shoes (may include ice cleats), and may additionally require apron, face shield, safety goggles, ear protection, and/or rubber gloves in interface with the charging area, installations, and clean-up process.
Company uniform is the required attire
Shoes must have non-slip soles, safety toe protection; no open shoes; no high heels.
Neat, clean, tasteful, well-groomed appearance required.
Hair, fingernails, and facial hair are to be kept neat and clean and must in no way interfere with the safety, technical, or professional requirements of the position or work assignment.
No ripped, torn, soiled, holey, or ill-fitting clothing.
Heavily-scented colognes, perfumes, and deodorants are to be avoided.
Jewelry is to be moderate and not present a safety hazard (zero conductive material to be worn when working with batteries).
Female employees are not allowed to have more than 1 visible piercing on their earlobes only. Male employees must not have any visible piercings.
Visible tattoos are to be covered with clothing where applicable (i.e. long sleeves). Tattoos not able to be covered must be of a minimal nature and not be provocative, offensive, gang-related, or threatening.