POSITION DESCRIPTION

Service & Repair Technician

Purpose of Position: To ensure product issues experienced by our customers are resolved promptly
and effectively. This primarily includes (a) repairing customer product failures; (b) providing telephone
and e-mail support to our New Zealand Animal Management customers; and (c) providing technical
product support to our overseas Service and Repair (S&R) Centres.

ROLE SPECIFICATIONS

Reports to: Service and Repair Team Leader

Department: Product Support
Key Relationships: Internal: Product Support, Animal Management, Security, R&D
External: NZ End users, NZ Dealers, S&R Centres
Budget Responsibility: Nil
Direct Reports: Nil

KEY POSITION RESPONSIBILITIES

Key Accountability Outcomes/ Expectations

Repairs • All jobs (both customer and internal) are completed promptly,
Ensure service and repair jobs are competently and to the highest quality standard.
completed promptly and to the highest • All job activities are documented appropriately and accurately.
technical standard. This includes (a) writing customer repair reports; (b)
documenting all communications and decisions; and (c)
entering appropriate fault codes for later analysis.
• All department and company policies are followed. This
includes meeting all EWRB and safety requirements.
• Any product issues that require further investigation or
corrective actions by Gallagher are immediately reported via
appropriate channels.

NZ AM End-User Support • All technical product support requests (e.g. telephone and e-
Provide technical product support to mail) are resolved promptly and professionally.
our New Zealand Animal • All support requests are recorded in CRM
Management customers • Any product issues that require further investigation or
corrective actions by Gallagher are immediately reported via
appropriate channels.

Overseas S&R Centre Support • A close working relationship exists with the S&R Centres (e.g.
regular conference calls).

Reviewed: August 2017

By: Product Support Manager
 Provide technical product support to • Technical product questions from S&R Centres are addressed
our overseas subsidiaries and promptly and correctly
distributors • S&R Centres are competently repairing & servicing Gallagher
products.
• S&R Centres are well trained on Gallagher products;
understand potential product issues and understand
appropriate resolutions
• S&R Centres identify and immediately highlight product issues
that require further investigation or corrective actions by
Gallagher.

Continuous Improvement • Effective and efficient systems are in place

Help develop systems, knowledges and • A strong working knowledge of Gallagher products is achieved
practices that enable the department to and being continually developed.
best meet key objectives • All team and individual KPIs are achieved (e.g. repair
processing times, support response times, etc.)
• All department and company policies are followed

To be a positive, willing, contributing • A positive “can do” work environment

and adaptable team member

Including any other duties not specified that may be required to complete the role, and as requested
by the Reporting Manager.

ORGANISATIONAL COMPETENCIES

Customer Inspired Our customers are the focus of all our decisions and actions. Our goal is to
provide them with the best products, service and profitability.

Relentless Innovation We strive for excellence through continuous improvement. We constantly

explore ways to ensure our long term competitive advantage with the
lowest cost structure.

Outstanding Quality To achieve customer satisfaction - quality, fit for purpose, innovative
products and services are our committed priority. We make hard decisions
in the best interests of the Company and its stakeholders in line with The
Gallagher Way.

Enduring Partnerships Integrity is never compromised. All of our conduct must be personally and
socially responsible. We treat each other with trust and respect. Staff
empowerment, responsibility and progression are core to our success.

Health and Safety Employees are expected to willingly co-operate in the objectives of making
Gallagher a healthy and safe environment to work in. Therefore employees are

Reviewed: August 2017

By: Product Support Manager
 required to observe and practice safe work methods, report any near misses,
accidents or hazards immediately.

PERSON SPECIFICATIONS

Qualifications Required:
• A relevant electronics or IT qualification and/or strong technical aptitude

Experience Required:
• Proven experience at diagnosing and repairing electronic equipment to a component level (or a
proven ability to develop this experience).
• Proven experience dealing with external customers in a support or problem-solving role

Knowledge/Skills/Abilities Required:
• Excellent customer relationship skills
• Excellent organisational skills
• Ability to problem solve to root-cause by thinking logically, calmly and promptly
• Ability to communicate via telephone and e-mail
• Excellent knowledge of computers, operating systems and applications.
• Excellent computer skills (e.g. typing)
• Ability to work well in a team
• Ability to work and communicate with all levels of the organisation (verbal and written)
• Ability to write technical documentation (e.g. technical app notes or service notes)
• Full EWRB registration (as an Electrical Appliance Service Person) or willing and able to train
towards full registration.

Knowledge/Skills/Abilities Desirable:
• Conceptual Thinker. Ability to understand how systems and ideas link together logically and
consistently; and to quickly apply that knowledge to new or related situations.
• Persuasive. Influences, convinces or impresses others in a way that results in acceptance, agreement
or behaviour change.
• Commercial awareness. Understands and applies commercial and financial principles. Views issues
in terms of costs, profits, markets and added value.
• Action Orientated. Demonstrates a readiness to make decisions, take the initiative and originate
action.
• Strategic thinker. Demonstrates a broad-based view of issues, events and activities and a perception
of their longer-term impact or wider implications.
• Customer focused. Interacts with others in a sensitive and effective way. Respects and works well
with others. Commits self to delivering high standards of customer service.
• Flexible. Successfully adapts to changing demands and conditions.
• Resilient. Maintains effective work behaviour in the face of setbacks or pressure. Remains calm,
stable and in control of themselves.
• Motivated. Commits self to work hard towards goals. Shows enthusiasm and career commitment.

Reviewed: August 2017

By: Product Support Manager
ORGANISATIONAL STRUCTURE

CEO

Deputy CEO

Marketing Manager
(Animal Management)

Product Support Manager

Service and Repair Team Leader

Service & Repair Technician

Reviewed: August 2017

By: Product Support Manager
Reviewed: August 2017
By: Product Support Manager