Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.
Applies knowledge of business and the marketplace to advance the organization’s goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.
◆ Planning and Organizing
Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.
Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
Manages and applies safe systems of work without supervision and provides technical guidance when required.
◆ Masters Service Conversations
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
◆ Navigates Customer Challenges
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
◆ Strengthens Customer Connections
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
◆ Customer-Focused Approach
Works without supervision and provides technical guidance when required to orient the seller’s organization around delivering to the key needs of their customers.
◆ Navigates Field Service Interactions
Works with full competence to navigate customer interactions in a face-to-face setting, creating positive, defining moments. Typically works without supervision and may provide technical guidance.
◆ Provides Technical Support
Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works without supervision and may provide technical guidance.
Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.
◆ Troubleshoots Technical Issues
Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.
Works with full competence to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Typically works without supervision and may provide technical guidance.
◆ Builds Customer Loyalty
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works without supervision and may provide technical guidance.
Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
Works without supervision and provides technical guidance when required on optimizing the utilization of production plant, equipment and materials.
◆ Leverages Digital Communications with Customers
Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
◆ Maintains the Relationship
Works without supervision and provides technical guidance when required to continuously provide effective solutions and value to the client’s organization.
◆ Manages Buyer Indifference
Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference.
Negotiates without supervision and provides technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.
Works without supervision while providing technical guidance when required on managing projects and/or programs within desired cost, time and quality parameters.
Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
◆ Understands the Buying Process
Works without supervision and provides technical guidance when required to align the client’s sales process with their organization’s sales process, including the key influencers/sales team members when appropriate.
Works with full competence to orient work in a workflow to plan, organize, and execute the steps it takes to achieve a goal to achieve higher efficiencies. Typically works without supervision and may provide technical guidance.
Bachelor’s Degree or Equivalent Level
Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)
Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (13 months to 3 years)