**Job Purpose**
**Duties and Responsibilities**
**Instrument Support**
Identifies and understands customer issues, quickly forms accurate problem statements, and opportunities; able to compare data from different sources to draw conclusions; uses effective approaches for choosing a reasonable course of action or developing appropriate solutions, and takes action that is consistent with available facts, constraints, and probable consequences.
Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
Provide pre-sales technical instrument support serving as an escalation point for Inside Sales Engineers to ensure the measurement devices are operating as designed.
Accurately document customer interactions and escalations into our Customer Relationship Management tool.
Document proven problem solutions and submit to Knowledge Management support team.
Act as liaison between external customers and cross-functional departments; working with and teaming with others across the business to drive closure to customer issues and concerns when assigned.
May perform other duties including but not limited to:
- Assist RMA group with getting pertinent information necessary for the RMA/AWR process.
**Support Quality Initiatives
Actively support the Rapid Response process, product improvement suggestions via the BIP, CER, and/or ECR process.
Document Possible Quality Issues (PQIs) in CRM using the appropriate level of urgency based on the customer experience.
**Support Product Development**
Participation in Sustaining Engineering process when assigned.
Act as a liaison for the customer; documents customer feedback and communicates customer requirements related to new products and support of products.
Download and test existing and new software releases for all products supported; provide written feedback after testing to the appropriate Engineering contact.
Ensure Flow Instrument Support organizations are prepared to provide world class support at the time of product release to sales and beyond.
Actively participate and/or lead Continuous Improvement Process teams.
**Training**
Mentor with Subject Matter Experts in the documentation of technical training.
**Qualifications**
**Basic Qualification**:
Education: University degree in an engineering related career (Mechanical, Electronic, Chemical, Electro mechanic, Electrical).
Understands all aspects of the product / service supported.
Strives for continuous personal development and improvement.
Portrays a professional image to the customers and to the team.
Must acquire and maintain technical/professional expertise critical to providing effective customer solutions.
English Proficiency (Written and Oral) level, minimum must B2 (Upper Intermediate).
Skilled in MS Office Suite; use of Word, PowerPoint, and Excel to create charts, graphs and pivot tables.
**Preferred Qualification**:
Basic knowledge of electrical theory and the use of functional test equipment preferred.
Proficient with report writing, business correspondence and procedure manuals.