Implementation & Service Specialist

Job Description

Turning powerful solutions into lasting customer success. \n
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\nThe role of the Implementation & Service Specialist (ISS) is to manage the execution phase of the solution selling offering (ON!Track, Fleet Management, Health & Safety, Productivity Software, etc.). The role requires close partnership with internal teams of Solutions Consultants, Field Sales, and Operations to effectively deploy the implementation and elevate customer experience. In this role you will also grow & protect the customer value and return on investment through continuous activity and selling additional hardware, services and software within a specific geographical territory.\n
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\nThis role can require up to 85% travel during high demand times due to territory size.\n
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What You'll do \n

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• Make outside, face-to-face business activities in relation to Tool Service Solutions growing a loyal customer base within a designated geographical area while strengthening the company's position or market share within the territory.
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• Develop, analyze, and manage business plans related to the customer database to effectively maintain and grow Tool Service Solutions.
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• Using Time and Territory Management (TTM), zone territory by customer potential and previous sales, create/own daily schedule, and utilize sales productivity tools.
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• Demonstrate consultative selling; convince customers that they have a need for a product or service.
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• Demo Hilti products and services in person, face-to-face, with customers.
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• Train the customer on Hilti Tool Service Solutions at all levels of the company.
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• Identify the key customer roles and understand their responsibilities and needs; obtain appointments with entry level decision makers at construction/ industrial companies.
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• Analyze and identify which customers to target, what criteria to use to select customers, and create business plans to identify customer potential and where service, software & hardware gaps exist in a customer's processes.
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• Collaborate with a variety of departments within Hilti to complete activities and achieve goals (materials management, logistics, credit, marketing, technical services, and customer service).
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• Collaborate with field sales team in contract negotiations with customers; assess risk and reach profitable agreements and long-term customer engagement.
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• During Solution Implementations, define/manage overall project schedule; assign tasks/deadlines to project team as necessary during execution of work.
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• Represent Hilti in customer project meetings and follow up with existing customer platforms to sell additional training services, webinars, and collect feedback from our key users.
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• Additional duties as assigned.
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What You'll Bring \n

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• High School Diploma or GED, required.
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• Bachelor's Degree or equivalent work experience, preferred.
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• Minimum two (2) years' experience in Sales, Customer Service, Logistics, Operations, construction management or related technical field, required.
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• Knowledge of construction methods and practices as they relate to Hilti products, preferred.
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• Knowledge of lean methodologies and process optimization experience, preferred.
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• Understanding of entire project team (PM's, superintendents, safety reps, purchasing, etc.) and how they interact together, preferred.
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• Demonstrated aptitude of cold-calling skills at customer offices and jobsites required.
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• Ability to deal with ambiguity; thrive both independently and in a team environment.
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• Demonstrated ability to develop engaged customer relationships and implement strategic concepts.
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• Ability to bring an ownership mindset with excellent time and territory management skills.
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• Must be persuasive, opportunity driven, customer experience focused, and a great collaborator.
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• Must be able to build prospects and business relationships.
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• Proficient computer skills including MS Office Suite and smartphones.
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• Must maintain a professional business appearance in accordance with Hilti North America dress policy at all times.
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Vehicle/Driver's License Requirements:\n

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• Company vehicle provided for carrying equipment for product demonstration & implementation purposes.
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• Must have valid US driver's license and comply with Hilti North America Fleet Safety Policy requirements.
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• Responsible prudent care and protection of company assets.
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What's In It for You \n
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\nIn addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.\n
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Why Hilti \n
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\nHilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.\n
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Commitment to Inclusion \n
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\nAt Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.\n
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\nHilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.\n
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