Technical Support Specialist
Technical Support Specialist
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$ 60000 - 85000
1 Vacancy
Job Description
Technical Support Specialist
Reports To:Senior Technical Support Manager
Department:Technical Supports
Location:Fort Collins CO
Why In-Situ
In-Situ Inc. is a leading manufacturer of innovative environmental and process water monitoring equipment that protects our global water resources. We create industry-leading products and solutions with a focus on innovative design high reliability and world-class manufacturing.
Not only does In-Situ provide an attractive offering to our customers the Company also places a high value on engagement in our community environmental projects employee wellness and creating an open and fun work environmen
Essential/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
- Available for 24 hour on-call technical support line service
- 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 PCs 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
Experience:
- 1 years of experience in a direct Technical Service or Support role preferred
- Experience working with international customers a plus
Education/Certifications/Knowledge:
- BS/BA Degree in a technical discipline
Working Environment/Physical Activities:.
- Computer system data terminal
- Normal office environment and minimum physical activity
- Some travel to domestic and international locations estimated less than 25%
Total Rewards:
Compensation:Compensation will be commensurate with the applicants education experience knowledge skills and abilities as well as alignment with market data and internal benchmarks.
- Salary Range: $60000 - $85000 annually.
Benefits Available:
- Health Dental and Vision Insurance.
- 401(k) matching.
- Short and Long-Term Disability.
- Group Life/AD&D Insurance.
- Employee Assistance Program.
- Will and Trust Preparation Services.
- Travel Assistance Services.
- 10 paid holidays per year (set by the company).
- 20 days of Flexible Time Off (FTO) accrued evenly throughout the year.
Voluntary Benefits:
- Life AD&D Pet Insurance Identity Theft Protection Legal Services.
- Flexible Spending Account (FSA) for Dependent Care.
- Health Savings Account (HSA).
- Other supplemental options.
Additional Benefits:
- Paid Parental Leave.
- Continuing Education Reimbursement.
- Dependent Care and Wellness Reimbursements.
Application Instructions:
In-Situ Inc. builds world-class environmental monitoring instruments and world-class careers!
Please apply at the above qualifications are met.
- No phone calls about this job.
- Principals only. Recruiters please do not contact this job poster.
- Do not contact the job poster about other services products or commercial interests.
Equal Opportunity Employer Statement:
All qualified applicants will receive consideration for employment regardless of age race color religion sex sexual orientation gender identity national origin disability or protected veteran status.
In-Situ is an Equal Opportunity Employer
Required Experience:
Unclear Seniority
Employment Type
Full Time
