General Purpose:

Provide technical support to customers on the operation, troubleshooting, part identification, and repair of Flow equipment at the customer’s location. Provide technical phone support to customers who are diagnosing, troubleshooting, repairing or debugging system issues.

Major Duties and Responsibilities:

Functions as first point of contact for customers in relation to system technical application support by phone or email. Offer troubleshooting advice to customers to resolve equipment related issues. Analyzes, classifies, tracks, investigates, researches and resolves all assigned support/service problems and issues in a timely, effective manner. Displays a comprehensive understanding of product support documentation. Facilitates prompt, open, complete and direct communication with customers. Ensures company and customer expectations are aligned and defines criteria for successful resolution of customer issues. Follows documented escalation process and recommends onsite support for issues that cannot be resolved in a timely manner. Analyzes and provides effective resolutions to customers in an efficient manner. Reports detailed notes on issues in the CRM tool to ensure customer problems are documented and resolved. Work with Field Service Engineers to help resolve difficult service issues. Complete all required administrative documentation in a timely manner. Adhere to company RMA policy and documentation of customer identified system defects. Travel to customer locations on short notice, often outside normal business hours and for extended periods of time. Overall travel may exceed 50%. Work hours could be based on local time zone or rotating to cover other time zones. Perform other duties as required.

Knowledge, Skills and Abilities:

Comprehensive knowledge of company products preferred. Strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required. Familiar with PC utilizing Windows, Microsoft Office, and CAD/CAM software. High level of interpersonal skills to work effectively with others and to resolve stressful situations. Strong oral and written communication skills. Positive attitude and ability to build strong customer relations. Demonstrated ability for innovative/creative thinking. Strong analytical skills.

Supervisory Responsibility: None

Equipment used:

Standard office equipment. Standard mechanic’s tools. Specialized test equipment.

Education/Experience and/or Training:

AA degree in Electronics, Robotics or Mech. or a minimum of 2 years college/technical school training. Minimum of 2 years of recent service-related experience with Robotics, Motion Control Systems, CNC machine tools or other relevant capital equipment. Experienced in CNC programming. Experienced in PLC programming (Beckhoff CX-9000 Series, or Omron NX Series, preferred).

Travel:

Up to 75% for first 12 months, for training. 50%, after first year.