Product Specialist - Bio Detection

Company Description

Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment. We are one of the world’s leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials. Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support.

Job Description

Job Summary

The Technical Product Specialist (TPS) role at Veolia WTS’s Sievers Analytical Instruments (AI) focuses on developing expert level technical product knowledge in order to drive an excellent customer experience through advanced technical support, training of service personnel internally and externally, and being actively involved in new product development/introduction (NPI) processes. Most of AI’s technology is made in and distributed from its headquarters in Boulder, CO. The TPS is part of the aftermarket group within AI and interfaces with many different parts of the business to gain and maintain expert level product knowledge, including but not limited to product management, commercial sales, technology (hardware and software), field service, and factory service teams. Veolia and AI have global presence with facilities in many countries including Hungary and Singapore, and its products are sold and  serviced directly and indirectly by independent sales/service providers. This requires interfacing with people both internally and externally that represent a broad range of product knowledge, time zones, and cultural backgrounds.

This position is being offered as a hybrid position, requiring 3 days in the office per week. Many of the initiatives and their representatives are at the main office and the TPS must be available in-person for contributions to and leadership of these initiatives.

This role focuses on current and future bio-detection products, including AI’s revolutionary endotoxin analyzer, Eclipse, and bioburden analyzer, Soleil.

The role will report directly to the Technical Product Specialist Manager (TPSM).

Key Characteristics:

• The candidate will be continuously interfacing with members of the specialist team, TPSM, leaders in the aftermarket group, and with teams across the organization, so the desire and ability to work cross functionally within the business to drive projects and business initiatives is key.
• A strong customer focus is required to deliver on our goal of service and support excellence. This includes contributing directly to the customer and also indirectly in the collaboration, training, and support of service personnel globally.
• A deep interest in understanding the mechanics and theory of how analytical instruments work is critical. This includes a desire to understand fluidic, mechanical, and electronic systems on a technical level.

Duties & Responsibilities:

• Contribute to training by developing content that captures advanced troubleshooting and applications knowledge.
  • Training field service engineers, specialists, and third parties, domestically and globally.
  • Creating supplement training materials to meet the needs of service personnel.
    • Video content, presentations, virtual training sessions, and documentation.
  • Routinely engage with service teams to anticipate service needs and/or knowledge gaps.
    • Traveling with service personnel.
    • Participating in and contributing to service meetings.
• Create and maintain service manuals that are distributed to internal and external service personnel.
• Participate in and contribute to various meetings hosted by different departments to obtain and maintain expert level knowledge of assigned products and services.
• Actively manage advanced technical or customer service cases escalated by service teams.
  • Work directly with service personnel or with the end user to resolve quality, service, or customer relations issues.
    • This may require phone/remote support or on-site support, traveling to customer sites.
• Support the launch of new products by being actively involved with the NPI process.
  • Provide technical input during early design phases.
  • Communicate information across the service organization as it relates to impacts to their job function.
  • Participate in the testing of procedures.
  • Conduct installations and validations for early instrument installs