Technical Representative at M-Gas

The Technical Representative (TR) is responsible for executing assigned maintenance and replenishment tasks for customers safely, professionally, and within strict SLAs. The TR protects customers from reaching 0 days by adhering strictly to engine-generated task priorities while maintaining high productivity and service quality.

Job Details

Task Execution & Productivity

• Execute all assigned tasks strictly in engine priority order.
• Protect Day 0–3 customers from running out of LPG or meter battery.
• Close all assigned tickets within defined SLAs.
• Maintain high daily productivity levels.
• Minimise reschedules and unreachable outcomes.

Customer Service & Professional Conduct

• Deliver respectful, professional service at all times.
• Wear full branded company attire and maintain a clean, presentable appearance.
• Communicate clearly and courteously with customers.
• Avoid rude behaviour, arguments, or misconduct.
• Represent the company positively in all interactions.

Data Accuracy & Customer Information Updates

• Update customer location data when discrepancies are found.
• Report customers who have moved, changed household size, or altered usage patterns.
• Ensure correct customer-to-asset linkage at all times.
• Follow repossession procedures strictly — never hand assets directly between customers.
• Prevent misuse of accounts or continuation of old accounts.

​​​​​​​Reduction of Reschedules & Unreachable Customers

• Make genuine, verifiable contact attempts.
• Record accurate structured reason codes for uncompleted tasks.
• Escalate repeated no-access or unreachable cases to the Team Leader.
• Avoid unnecessary postponements.

​​​​​​​Process Compliance & Integrity

• Follow all company SOPs without shortcuts.
• Do not manipulate or falsify job closure data.
• Do not bypass system controls or procedures.

​​​​​​​ Inventory Accountability

• Account for all inventory issued by Depot Stocks Clerk or Logistics team.
• Prevent loss, damage, or misuse of company assets.
• Return unused or faulty items properly.

​​​​​​​​​​​​​​Field Intelligence & Escalation

• Report tampering, fraud, unusual usage patterns, or safety concerns.
• Escalate risks or recurring operational issues promptly.

KPIs

• Daily productivity score
• Task list closure contribution (Day 0–3 & Day 0–7)
• Ticket SLA compliance
• Reschedule rate
• Unreachable rate
• Customer complaints
• Inventory variance
• Data accuracy updates logged

Requirements

• Diploma/Degree in any sales or any related field.
• Minimum of 1 year experience in sales, customer acquisition & support.