Field Support Service Representative

Job Summary

The Sales & Technical Support Representative helps bridge the gap between the Company’s sales team and its customers to support the sales process. This role provides onsite field support for Company products by servicing sites and/or delivering equipment within the assigned area. This role also exhibits a high degree of professionalism, communication, and technical knowledge within the complex rehab industry.

Essential Functions Job Responsibilities

• Provide on-site technical expertise to customers and the sales team during the sales process.
• Clearly communicate technical information to ensure customers understand and address their needs.
• Know, understand, and stay up-to-date on Company products, features, developments, clinical benefits, pricing, and competitive products to effectively support sales efforts and customers.
• Troubleshoot and resolve maintenance and operational issues in the field in a prompt and professional manner.
• Professionally present, promote, and sell products and services to customers; to include technical in-services with customers and clinicians.
• Gather customer feedback and report to Customer Service using the established Complaint Handling Procedure.
• Reposition equipment as needed within the territory and utilize Asset Panda to manage territory sample fleet by maintaining accurate records that identify and track movement of samples by customer and referral source locations.
• Work remotely within designated territory routinely servicing all customer locations and delivering demo equipment to include daily and overnight travel.
• Prioritize tasks to assist in creating efficiencies for the Territory Sales Manager.
• Provide support for developed business plans and initiatives.
• As requested, provide data analysis and reporting on respective product categories.
• Must uphold Company values and ethical business conduct, as well as, maintain confidentiality of sensitive information.
• Assist with setting up tradeshow and exhibition stands.
• Establish, develop, and maintain professional and positive business and customer relationships.
• Manage business expenses within guidelines of the travel expense policy.
• Understand the various reimbursement platforms and requirements for all products in each product category.
• Always act as a leader within the company presenting company core values in a positive and professional manner.
• Ensure and follow safety, quality, and other company requirements and standards.
• Perform all duties in a manner that follows, demonstrates, and promotes Company’s values.
• Keep the work area clean and orderly.
• Report to work as scheduled, on time, and able to work entire work schedule.
• Perform additional duties as assigned.
  
  

Knowledge, Skills, and Ability

• Ability to troubleshoot and solve complex rehab product problems and create a positive outcome.
• Ability to understand and communicate complex rehab industry terminology.
• Proficiency with Microsoft Office products (Word, Excel, etc.).
• Ability to use company supplied technology (such as Qlik, KIO, and Asset Panda).
• Skill and ability to maintain a high degree of professionalism while working with cross-functional teams and customers.
• A high level of interactive communication is required to service our customers and clinicians; must be able to respond quickly and effectively to satisfy customer and clinician inquiries.
• Strong presentation skills, ability to listen to customers, and confidence in front of large groups is vital to this position.
• Possess excellent written and oral communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Ability and determination to assist in attaining and/or exceeding sales goals.
• Analytical skills in order to solve complex problems and make informed decisions.
• Proactive and self-motivated with the ability to work independently and in a team environment.
• Capable of being a self-starter capable of organizing a travel call pattern and appointment calendar that maximizes efficiency and fills each workday.
• Ability to maintain a valid driver's license.
• Ability to lift and handle wheelchairs.
• Intermediate level skills using computer applications (Word, Excel, enterprise software).
• Basic math proficiency.
• Ability to observe and identify details.
• Ability to work extended hours as scheduled, including weekends.
  
  

Physical Demands

• Frequent sitting, wrist manipulation, walking, and standing.
• Frequent bending, pushing, pulling, and twisting.
• Frequent driving in a vehicle.
• Frequent light/medium work with lifting up to 30 pounds.
• Occasional medium work with lifting up to 50 pounds.
• Must be able to lift, handle, load, and unload all products.
• Manual dexterity to type and operate office equipment frequently.
• Must be able to complete all physical requirements to perform essential functions.
  
  

Qualifications Education

• Must possess and maintain a valid driver’s license.
  
  

Experience

• Required:
• 1+ years in technical support or similar customer-facing technical role.
• Experience and proven ability to work independently and with cross functional teams.
• Preferred:
• 2-3 years of experience in the complex rehab industry.
  
  

Working Environment

• Position reports into the Calgary office and includes frequent travel, including overnight.
  
  

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate for this position. Duties, activities, and responsibilities may change, or new ones may be assigned at any time with or without notice. Associate must be able to satisfactorily perform the essential functions of the position with or without reasonable accommodations.

Ki Mobility is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.