Territory Account Specialist

The Field Service Technician (or Territory Account Specialist) in Norfolk, VA is responsible for managing Diversey’s institutional business operations within a designated territory. This role focuses on the installation, maintenance, and repair of chemical dispensing systems and leased dish machines at customer locations, ensuring the highest standards of service delivery. 

The Field Service Technician is tasked with ensuring customer satisfaction by consistently delivering Diversey’s value proposition and meeting or exceeding service level agreements (SLAs) for key applications, including laundry, kitchen, housekeeping, Industrial Water Treatment and Pools services. A key aspect of the role involves building and nurturing strong, long-term relationships with customers, acting as a trusted partner in ensuring their operational needs are met. 

This position leverages modern systems for communication, reporting, and auditing purposes, ensuring accurate tracking of service activities. The ideal candidate is customer-focused, self-motivated, and able to manage a variety of tasks independently while meeting critical service deadlines. 

RESPONSIBILITIES: 

• Deliver an exceptional customer experience by effectively supporting Diversey’s cleaning and sanitation programs. 

• Build and maintain strong relationships at all levels within the customer’s organization, including end users, supervisors, and managers. 

• Promote a culture of safety by strictly adhering to EHS policies, procedures, and best practices. 

• Install equipment in accordance with established Standard Operating Procedures (SOPs). 

• Perform routine site visits to monitor program performance and customer satisfaction. 

• Ensure all customer equipment is maintained in proper working condition. 

• Provide training to customers on equipment operation, cleaning procedures, product usage, and Safety Data Sheets (SDS). 

• Monitor on-site inventory levels to ensure minimum required supplies are available, support order placement and program compliance. 

• Act as the voice of the customer by identifying key areas of concern, addressing issues, and capturing satisfactory feedback. 

• Diagnose and troubleshoot technical issues with equipment and system performance. 

• Maintain proper inventory levels in company vehicles and storage areas to support service needs. 

• Prioritize and perform repairs on leased dish machines and other equipment in accordance with service level agreements (SLAs). 

• Accurately complete service, installation, survey, and routine visit reports in Salesforce FSL and applicable customer reporting systems. 

• Carry out administrative tasks including daily timesheet submission, part/equipment order follow-up, documentation of consumption for cost allocation, and weekly visit planning in coordination with your manager. 

REQUIRED QUALIFICATIONS: 

• High school diploma or equivalent required. 

• Minimum of 1 year of field service experience, including maintenance of industrial equipment and mechanical troubleshooting. 

• Minimum of 1 year experience selling cleaning solutions or equipment to clients in the hospitality or food service industry. 

• Flexibility to support emergency business needs, which may occur during evenings, nights, weekends, and holidays. 

• Proficiency with basic computer applications, including email, Microsoft Office (Excel, Word) Microsoft SharePoint, Microsoft PowerApps, and other mobile apps. 

• Valid U.S. driver’s license with a clean driving record and the ability to drive long distances as needed. 

• Physical requirements: Ability to lift and move objects up to 50 lbs and perform precision tasks in confined or limited spaces. 

• Skilled in the safe and effective use of hand and power tools. 

• Strong mechanical and electrical aptitude, with proven plumbing and electrical troubleshooting skills. 

• Professional demeanor with a high level of self-motivation and the ability to work independently. 

• Strong attention to detail, time management, and decision-making skills. 

• Excellent communication, interpersonal, and organizational abilities. 

• Ability to collaborate across functions and departments to support company objectives. 

PREFERRED QUALIFICATIONS: 

• Experience with Salesforce (FSL). 

• Understanding Food Safety requirements, NEHA/CPFS or Serve Safe certifications. 

BENEFITS & PREREQUISITES: 

As a full-time employee of Diversey, you will be eligible to enroll in our robust benefits package on your first day which includes, but is not limited to, the following. 

• Medical, dental, and vision coverage 

• 401k (w/ employer match up) 

• 15 paid vacation days (accrued based on start date) 

• 8 paid fixed holidays annually 

• 24 hours floating holidays (accrued based on start date) 

• 80 hours of sick time (accrued based on start date) 

Compensation Grade:

10