Technical Support Specialist - In-Situ Inc.
Fort Collins, CO
About the Job
Technical Support Specialist
Position title: Technical Support Specialist
Reports to: Senior Manager, Technical Support
Department: Technical Support
Location: Fort Collins, Colorado
*This is not an IT Help Desk role. We are looking for manufacturing and
production equipment background.
General Description
Why In-Situ?
In-Situ Inc. is a leading manufacturer of innovative environmental monitoring
equipment that protects our global water resources. We create industry-leading
products and solutions focusing on creative design, high reliability, and
world-class manufacturing.
We are seeking a talented individual who is passionate about educating and
helping customers. You would be joining a team that is passionate about the
environment and has fun while making a difference. We work hard and care for
our customers first. Not only does In-Situ provide an attractive offering to
our customers, we also place high value on engagement in our community,
environmental projects, employee wellness and creating an open and fun work
environment.
Primary Responsibilities
Lead Technical Support execution (phone inbound/outbound, emails,
chats, etc.) on resolving customer issues and perform at the Tier 2 level.
Teamwork with other tech support team members to drive efficient world-class
tech support to our customers in the Americas and worldwide.
Escalate and solicit help from other departments as needed to maintain
customer satisfaction.
Lead key account and product issue escalations including working with
engineering to help drive to root cause and communicate back to team on
resolution and actions.
Responsible for handling customer calls, web chats and emails regarding
technical support, instrument installation, data interpretation and
instrumentation issues.
Maintain customer databases with current information including entering
customer information into Service database for returns.
Refers complaints of service or product failure to appropriate departments for
investigation.
Support Regional and International Sales Managers and Distributors regarding
demonstration equipment, specifications and applications.
Develop and communicate Technical & Application notes for sales, service
and distributors
Travel to customer premises to resolve problems or install new equipment
Troubleshoot and assist customers with remote installation and setup of
environmental monitoring systems.
Represent In-Situ Inc. at regional and national trade shows as needed
Participate in company meetings, training programs, and continuous
improvement efforts
Minimum Qualification Requirements
Work experience in customer service area and/or equivalent college degree or
vocational training or an equivalent combination of education and experience
from which comparable knowledge and abilities can be acquired.
Background in instrumentation support highly desired
Strong background in engineering, chemistry, limnology, stream
ecology, and/or hydrogeology, environmental chemistry, regulatory
compliance, wastewater treatment, aquaculture, or oceanography highly desired.
Strong inter-personal communications skills. Must have ability to negotiate
with customer regarding compromise solutions to problems that serve the needs
of the company and the customer.
Ability to build and maintain relationships throughout the company to be able
to effectively pull on other departments to drive resolution on issues
Ability to provide input to new product development and define customer needs.
Experience with PC's with an emphasis on spreadsheet, word processing and
database entry.
Basic operational knowledge of electrical/electronic equipment.
Able to read and understand technical reports.
Able to understand, interpret and manipulate ground and surface water data.
Must be able to learn commercial software programs for data analysis.
English fluency required
Spanish or other additional language fluency desired
Bas c understanding of computer programming desired
Educational and Experience
BS/BA Degree in a technical discipline, preferred
2+ years of experience in a direct Technical Service or Support role,
preferred
Experience working with international customers a plus
Working Environment/Physical Conditions
Computer system data terminal
Normal office environment and minimum physical activity
Some travel to domestic and international locations - estimated at less than
25%
Total Rewards
Compensation: Compensation will be commensurate with the applicant's
education, experience, knowledge, skills, and abilities, as well as
alignment with market data and internal... For full info follow application
lin
Position title: Technical Support Specialist
Reports to: Senior Manager, Technical Support
Department: Technical Support
Location: Fort Collins, Colorado
*This is not an IT Help Desk role. We are looking for manufacturing and
production equipment background.
General Description
Why In-Situ?
In-Situ Inc. is a leading manufacturer of innovative environmental monitoring
equipment that protects our global water resources. We create industry-leading
products and solutions focusing on creative design, high reliability, and
world-class manufacturing.
We are seeking a talented individual who is passionate about educating and
helping customers. You would be joining a team that is passionate about the
environment and has fun while making a difference. We work hard and care for
our customers first. Not only does In-Situ provide an attractive offering to
our customers, we also place high value on engagement in our community,
environmental projects, employee wellness and creating an open and fun work
environment.
Primary Responsibilities
Lead Technical Support execution (phone inbound/outbound, emails,
chats, etc.) on resolving customer issues and perform at the Tier 2 level.
Teamwork with other tech support team members to drive efficient world-class
tech support to our customers in the Americas and worldwide.
Escalate and solicit help from other departments as needed to maintain
customer satisfaction.
Lead key account and product issue escalations including working with
engineering to help drive to root cause and communicate back to team on
resolution and actions.
Responsible for handling customer calls, web chats and emails regarding
technical support, instrument installation, data interpretation and
instrumentation issues.
Maintain customer databases with current information including entering
customer information into Service database for returns.
Refers complaints of service or product failure to appropriate departments for
investigation.
Support Regional and International Sales Managers and Distributors regarding
demonstration equipment, specifications and applications.
Develop and communicate Technical & Application notes for sales, service
and distributors
Travel to customer premises to resolve problems or install new equipment
Troubleshoot and assist customers with remote installation and setup of
environmental monitoring systems.
Represent In-Situ Inc. at regional and national trade shows as needed
Participate in company meetings, training programs, and continuous
improvement efforts
Minimum Qualification Requirements
Work experience in customer service area and/or equivalent college degree or
vocational training or an equivalent combination of education and experience
from which comparable knowledge and abilities can be acquired.
Background in instrumentation support highly desired
Strong background in engineering, chemistry, limnology, stream
ecology, and/or hydrogeology, environmental chemistry, regulatory
compliance, wastewater treatment, aquaculture, or oceanography highly desired.
Strong inter-personal communications skills. Must have ability to negotiate
with customer regarding compromise solutions to problems that serve the needs
of the company and the customer.
Ability to build and maintain relationships throughout the company to be able
to effectively pull on other departments to drive resolution on issues
Ability to provide input to new product development and define customer needs.
Experience with PC's with an emphasis on spreadsheet, word processing and
database entry.
Basic operational knowledge of electrical/electronic equipment.
Able to read and understand technical reports.
Able to understand, interpret and manipulate ground and surface water data.
Must be able to learn commercial software programs for data analysis.
English fluency required
Spanish or other additional language fluency desired
Bas c understanding of computer programming desired
Educational and Experience
BS/BA Degree in a technical discipline, preferred
2+ years of experience in a direct Technical Service or Support role,
preferred
Experience working with international customers a plus
Working Environment/Physical Conditions
Computer system data terminal
Normal office environment and minimum physical activity
Some travel to domestic and international locations - estimated at less than
25%
Total Rewards
Compensation: Compensation will be commensurate with the applicant's
education, experience, knowledge, skills, and abilities, as well as
alignment with market data and internal... For full info follow application
lin
Source : In-Situ Inc.