Job Description

Job Title:       Training and Service Technician                      

Location:       Melksham, UK 

Business Unit:  Avon Protection                                                                        

Scope of the Function

Great customer experience requires support throughout the life cycle of the product. The customer facing Training & Service Manager will ensure that Avon Protection’s customers are provided with premium after-sales support commensurate with Avon’s premium product offerings through the development and maintenance of World Class Training & Service capabilities for all customers and staff. This role’s responsibilities include performing repairs and upgrades of customer equipment, both at Avon’s HPW facility and in the field; conduct of training at all levels from user to service centre technician, both at Avon’s HPW facility and in the field; audit of partner service centres; and the operational oversight of our HPW service and repair facility.

Key Responsibilities

Accountability/Responsibility: Training & Service EMEA/APAC

• Deliver, help develop content, and certify trainees in ‘Train the Trainer’ courses for appropriate Avon Protection customer facing staff to support Level I, II, and II+ training in the field.
• Deliver, help develop content, and certify trainees in external courses for training Levels I, II, II+ and III in pLEthe field.
• Provide technical service and support in the field for customers experiencing warranty or maintenance issues with their products.
• Support Avon Protection’s HPW internal service centre in achieving and maintaining best in class service practices around Helmet, Thermal Imaging, and Respiratory product lines to maximise service support contract revenue and customer satisfaction.
• Clean, maintain, and test T&E (Trial and Evaluation) and training equipment to provide support for EMEA/APAC region, ensuring the best possible first impression is always made.
• Capture customer feedback and relay to relevant internal parties.
• Liaise with the Customer Service Commercial Specialist to ensure compliance of exported goods and technical information.
• Work within the Service Centre, responsible for establishing operational and HSE protocols, as well as conducting routine, yearly and scheduled services as well carrying out repairs to Avon’s and End users’ equipment.
• Provides reports for service work conducted and Updates X3 service responses as per SOP’s.
• Conduct audits of partner service centres and provide reports and report findings to the Training & Technical Service Manager.
• Work closely with the Training & Technical Service manager and be prepared to take on additional tasks, as necessary.
• Level of Travel:  Medium- High 50-60%; Domestic & International

Education:

Bachelor’s degree, Business Administration or Engineering preferred or equivalent work-related experience.

Essential

• Minimum of 5 years' experience with safety/health, first responder, industrial or military products; RPE preferred, Thermal Imaging, SCUBA/Rebreather also considered.
• Excellent communication, teamwork, and time management skills

• Demonstrated presentation creation ability.
• Demonstrated ability to deliver technical training and train others to do so.
• Demonstrated ability to interact directly with customers to quickly de-escalate and resolve concerns; ability to converse technically regarding RPE preferred.
• Demonstrated ability to work in a technical environment, overcoming language barriers and working through translators as necessary.
• Demonstrated experience servicing and maintaining equipment.
• Ability to work with and influence cross-functional teams including technical service, training, engineering, manufacturing, regulatory, product management, sales, and marketing.

Confident Microsoft Office and PowerPoint user

Desirable

• Military, CBRN or First Responder background beneficial
• Experience with respiratory protection or related products in a technical capacity
• Business systems experience (Sage X3, Zendesk)
• A second language (technical proficiency

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserve the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Benefits

• Competitive salary
• Up to 5% bonus
• 25 days holiday (plus bank holidays)
• Training and development opportunities including 24/7 e-learning on LinkedIn Learning
• Medical and health cash-back scheme
• Pension matched up to 7.5%
• Share incentive scheme.

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserve the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Do not apply via the links below.  Interested applicants should apply by sending their CV to:  helen.stevens@avon-protection.com