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Job Description

Field Service Technician Team Leader – Procter & Gamble Professional - Upstate New York


Procter and Gamble Professional (PGP) is a growing and highly entrepreneurial business, focused on improving the lives of our consumers away from home. Our propositions include branded products, equipment, service and technical support systems. The Technical Services Organization (TSO) is charged with program installation, maintenance and technical support. Our desired end-state is completely satisfied customers that lead to product and program compliance, long-term retention, and provide a virtuous business and organization growth cycle.

The P&G Professional Field Service Technician Team Leader (TL) is responsible for the staffing, training, and successful service level delivery of their organization, to include Field Service Technicians and trainers, to ensure and maintain PGP quality standards, and to ensure customer needs are met, while maintaining quality and cost efficiency within their team. The region includes upstate New York (parts of Syracuse, Rochester and Verona areas), eastern New York (Albany area), and Connecticut.
The Team Leader spends the appropriate amount of their time with the different team members (size varying from 8-20 FST’s/Trainers) to review and develop their region’s performance levels. They also interact with key customer personnel on an as-needed basis. The Team Leader will report to the Regional Operations Manager (ROM) for their region.

Territory and Personnel Management:

  • Maintain staffing levels to meet forecasted customer time needs, allowing for business growth, with each FST role designed to work less than 1000 hours during an individual anniversary year
  • Initiate and execute established recruiting and hiring procedures to maximize geographic efficiency to meet total customer demand
  • Review FST travel patterns and revise customer assignments to improve efficiency
  • Evaluate FST performance on a regular basis, provide additional training as needs are identified and recommend performance improvement plan/corrective actions for FST’s who are not meeting job expectations. Conduct regular assessment with FST’s.
  • Review, approve and confirm via Salesforce data that payroll/activity data submitted by each FST is accurate per pay period. Report any changes/ adjustments to the FST and also the Data Coordinator
  • Have mastery of all aspects of programs relevant to a successful Team Leader. This includes the following:
  • Ensure that P&G business software Communicator and Webex meeting are installed on laptop plus any other programs relevant to this position.
- Salesforce - Has expertise regarding using existing reports, make changes, log calls, run PM/Install reports, sending requests via Salesforce – all the different aspects on In-Touch that enable data-based business decisions.
Personnel Training:

  • Conduct initial FST administrative training to include but not limited to reporting requirements, record keeping, material ordering, communication, expense policy and submission process, etc., and on-the-job technical training.
  • Manage FST technical (computer) training to establish and maintain required competence with current programs and any future additions (includes Salesforce, AERO, Email)
  • Manage FST completion of Serv-Safe Certification and re-certification programs to achieve full understanding and applications of Food Safety principles. Monitor CP-FS re-certification hours (24 hours each 2 years to remain certified) so team members that are CP-FS certified remain so.all FST’s maintain their Serve-Safe certification.
  • Direct FST on-the-job training for all different customer segments to cover surveys, equipment installations, preventative and reactive maintenance, trouble shooting, product usage, customer relations and customer employee training.
  • Establish routine contact (pictures or phone) with individual FST’s to conduct follow-up performance training and to further enhance customer service and work performance quality. Document successes and improvements.

Inventory and Process Management:

  • Monitor FST equipment inventories to avoid excessive field storage and ensure proper equipment transfers are occurring
  • Periodically review the FST’s system for ordering, purchasing and maintaining an adequate supply of minor spare parts necessary to repair equipment in a single customer visit.
  • Ensure FST’s are provided, on a timely basis, all instructional manuals, guidelines and scheduling information required to keep them updated and aware of current procedures and policies to successfully perform their assigned work load.
  • Provide feedback to ROM and Area Leader on recommendations for equipment and procedural improvements; and shipping and inventory shortages to encourage process/systems improvements.

Communications and Work Process Improvements:

  • Regularly utilize and monitor manuals and reporting websites (Salesforce, AERO, P&G Home Page, NSO PGOne Space, and BOX) to guide and improve the FST’s adherence to current procedures and work efficiency to facilitate the continuation of consistently improving customer service satisfaction and to facilitate cost control.
  • Coordinate and communicate with peers on back-up support coverage, work load assistance, recruiting needs, territory design and problem solving to improve overall region performance.
  • Provide administrative and scheduling assistance to the ROM to manage new customer rollouts, existing customer remodels, surge work and special customer requests.(Full Time only)
  • Assist other PGP personnel with customer work, on an as needed basis, with ROM approval
  • Lead special projects as assigned. (Per ROM’s approval)

Essential Job Functions
  • Work schedule may include: 12 hour shifts, 5 day work week, occasional weekends, and night shifts
  • On-call coverage which may include: occasional weekends, holidays and night shifts
  • Lift, lower and carry objects up to 50 lbs.
  • Push and pull objects up to 50 lbs.
  • Climb a vertical ladder.Ability to go up and down
  • Climb up and down stairs
  • Stand, sit, and/or walk for long periods of time, twist, bend at the knees , stoop, kneel, squat, crawl, and reach for purposes of installing and maintaining equipment.Surface: concrete, asphalt (uneven surfaces).
  • Operate a computer keyboard to input and access data, and phone
  • The ability to work in extreme temperatures both hot and cold, generally in warehouse conditions including wide variances in temperature, dust and dirt
  • The ability to give and discern the various visual and audible alarms and signals for equipment startup, evacuation, and fires
  • Must have a valid driver’s license
  • Candidate must be able to operate a motor vehicle, and spend approximately 30% of the day in the car traveling from accounts safely in city, rural and expressway conditions

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.

Immigration sponsorship is not available for this position. Applicants for U.S. based positions are generally required to be eligible to work in the U.S. without the need for current or future sponsorship. Except in rare situations based on

Procter & Gamble's sole discretion. Procter & Gamble does not sponsor candidatesfor permanent residency. Any exceptions would be based on the Company's specific business needs at the time and place of recruitment as well as the particular qualifications of the individual.

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.

Job ID
New York, United States

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