Senior Technical Support Engineer (Chemical / Instrumentation and Control)

The Flow Lifecycle Sr. Technical Support Engineer 1 will be responsible for managing and answering Tier 3/Level 3 Pre-Sales and post-Sales technical support for Flow measurement products thru Phone, Email, Live-chat and mobile applications. In addition, should be able to perform expert field service activity and conduct flow product training to Internal or External customers.Duty 1: TECHNICAL SUPPORT PRODUCT AND APPLICATION INFORMATION SUPPORT Collects New Product release informationExplains product specification and product features to customers.Validates and calibrates information in the business system/tools and technical references.Validates correctness and applicability of non-standard product (with special or buy/resale) provided/recommended by appropriate support group.Identifies product suitable to replace an obsolete or competitor’s unit based on sizing or information from the old product.Recommends solution for industry standard compliant engineering specifications (standard product).Reviews individual instrument specifications / requirements and selects appropriate model code and service offering. All products are based on current product offerings and service offering. Builds product model stringbased on customer requirements for 1-3 types of technology. System aided tool is used for the final model built.evaluate customer requirements and recommends nonstandard technical workaround based on customer description and data sheets.ENGINEERING AND PRODUCT DRAWING CREATION Recommends alternative solution for non-compliant engineering specifications to industry standards REMOTE TECHNICAL ASSISTANCEResponds to Level 1 general inquiries and requests received from social media channels.POST SALES TECHNICAL SERVICES Interprets Data coming from the customer to determine source of problem or to optimize the performance of the product installed.Simulates customer issue on workbench to mimic and to identify the source of the problem. Set up equipment (Installation, configuration and other parameters) to confirm the issue.Sets standards for complex product such as troubleshooting techniques, guides and creates troubleshooting checklist.Conducts field service activities such as: product calibration, commissioning, acceptance test, repair and equipment upgrade. CUSTOMER TRANSACTION MANAGEMENT Completes Progress/Status ReportAcknowledges customer complaints in email and provides customer with SR number and follow-up contact details.Conducts internal & external kick-off and meetings during the planning stage, to ensure customer expectations is understood.Schedules meeting with customer to Close Out Technical Clarification.PART/MODEL NUMBER CREATION Escalates requests for model creation to the propersupport group METRICS, REPORTING AND ANALYTICS Creates Weekly/Periodic Quality report performance problems.Performs Consultancy on site activities such as: System audit and system process analysis of installed baseDefine the product specific rules which will be used to implement the product into the system for application. Education:Degree in Engineering (Instrumentation and Control, Chemical, Mechanical, etc.) Job Related Experience:At least 6 years of experience in customer support function, 4 years of which performing technical support for instrumentation or flow measurement products Specific Knowledge:Knowledge of assigned Flow productsLevel 2 Certification on at least 1 Flow technologiesMS Office SkillsAbove average written and verbal communication skillsExperience working with several levels within an organizationStrong organizational skillsStrong time management and planning skillsTroubleshooting and problem-solving skillsCollaboration skillAbility to work independently with minimal supervisionAbility to maintain a positive working relationship with superiors and peers