Technical Service Representative

Summary

Join Nielsen and contribute to a better media future by providing powerful insights that drive client decisions. As a Metering Installation and Maintenance professional, you will be responsible for installing and maintaining Nielsen metering hardware and software in panel households, ensuring panel cooperation, and maintaining panel quality and security. You will build strong relationships with panel members, communicate clearly, and maintain accuracy and quality of information. This role requires strong communication, technical, and organizational skills, along with the ability to work independently and as part of a team. You will manage assigned assets and liaise with other staff to maintain panel quality. The position demands adherence to safety procedures and Nielsen's data classification guidelines.

Requirements

• Strong verbal and outstanding interpersonal communication skills
• Exceptional Customer service / relationship-building skills and results orientation
• Proficient computer hardware and software knowledge skills
• General knowledge of Audio-visual equipment
• Ability to operate effectively with high energy and flexibility in a quality, fast-paced, and constantly evolving environment
• Ability to work remotely, individually, and in a team environment
• Result oriented with aptitude for continuous process improvements
• Current Drivers Licence
• Awareness of Information Security and privacy principles
• Logical reasoning : be able to follow the correct processes and procedures in order to achieve job outcomes and solve problems
• Judgment : be able to make an independent decision with respect to the technical suitability of householders for installation and repair purposes
• Organising skills : be able to effectively manage administration duties and stock control. Be able to effectively organise workflow
• Empathising : be able to show sensitivity to and understanding to the householders’ needs and concerns and always respond appropriately
• Influencing : be able to convey to the householder the importance of their contribution to the television rating process
• Speaking and verbal expression : be able to communicate/educate the householders how to correctly use the system by allowing them to participate in the process
• Initiative : be able to work independently in order to achieve job outcomes and proactively address possible problems and issues
• Honesty and Integrity : be able to demonstrate the highest level of professionalism and business ethics and consistently adhere to Nielsen Television Audience Measurement Code of Conduct, values and principles in all interactions
• Flexibility : be able to adapt to changing work priorities and respond accordingly in order to achieve a job outcome
• Results orientation : continually strive to exceed all departmental KPIs
• Collaborative : be able to build good relationships with all team members and other Nielsen Television Audience Measurement staff in order to achieve common organisational goals
• Service orientation : be able to display a high level of customer service and provide assistance to other team members when required
• Lifting/shifting TV’s and devices
• Shifting TV cabinets and associated audio device furniture
• Bending / stretching behind TV’s and associated furniture
• Lifting boxes of TV ratings equipment
• Driving is an expectation of the role. All employees should adhere to the safety recommendations detailed in the Field WH&S procedure
• Extended driving periods in excess of 4 hours

Responsibilities

• Establish strong panel member relationships
• Needs to communicate in simple and clear terminology
• Ensure punctuality when attending appointments
• Display a high level of presentation and professionalism
• Ensuring accuracy and quality of information
• Collect all pertinent householder information whilst in the home
• All information collected must be sent within required timeframes
• Execute standard operating procedures to ensure panel quality, security and privacy is maintained
• Manage assigned assets in order to maintain panel households and quality (e.g.metering equipment, laptop, company vehicle, mobile phone, etc.)
• Liaise with quality control, panel management, and recruitment staff to maintain panel quality and performance
• Maintain WH&S awareness in the field
• Able to work independently for extended periods of time
• Efficient organisation of work flow
• Work outside of core business hours when required
• Maintain awareness of the Nielsen Data Classification Guidelines
• Work within the framework of Nielsen TAM ISO Management