After-Sales Technical Support Lead

After-Sales Technical Support Lead

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17,000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.   

 

We are looking for an After-Sales Technical Support Lead to join Endress+Hauser Optical Analysis, the global leader in Raman spectroscopy, tunable diode laser absorption spectroscopy (TDLAS), and quenched fluorescence (QF) instrumentation for laboratory, process, and manufacturing environments. Our laser-based analyzer systems perform high-performance chemical composition and concentration measurement of all phases of matter in any installation environment. 

 

What is the role about? 
The After-Sales Technical Support Lead at Endress+Hauser Optical Analysis is responsible for ensuring high-quality, timely, and reliable technical support for the company’s Raman, Tunable Diode Laser, and QF analyzer products. This role emphasizes providing technical assistance and troubleshooting support to resolve customer issues effectively while collaborating closely with various departments to enhance customer satisfaction. Additionally, the role involves delivering training on equipment operation and troubleshooting, supporting quality and complaint management efforts and leading continuous improvement initiatives.

 

Which essential functions will you perform?

• Ensure after-sales technical support to the global service organizations is provided with quality, on-time, reliably and with high levels of customer service.  This applies to the Raman, Tunable Diode Laser, and QF analyzer and services portfolio of Endress+Hauser Optical Analysis.
• Lead continual review of current procedures to develop and/or recommend improvements for improved customer and employee satisfaction and efficiencies. 
• Works closely with Technical Marketing (Product Management), Engineering, Quality and Operations function at the company to ensure Technical Support function cooperates and utilizes company resources as necessary.
• Ensure the technical support team uses the CRM tool (Smart Support SFDC) per the company best practices and guidelines.  Develops and executes actions to build and maintain SFDC after-sales knowledge base for the Optical Analysis portfolio.
• Provide high-quality technical support of our analytical equipment through remote communication and on-site field service.
• Set up equipment and perform complex processes and measurements.
• Identify procedural problems, correctly conduct experiments, and report findings. Recommend solutions to problems and work toward a resolution.
• Create and deliver training material (both in person and through various modern media) on operation, maintenance and troubleshooting of our equipment to internal and external customers with various skill levels.
• Accurately document all field service activities.
• Support our quality and complaint management team to work on continuous improvement of our services and products.
• Follow written and verbal instructions, including safety precautions (SDS, tech notes, manuals, etc.) of chemicals and equipment in use.
• Support R&D and Engineering on technical topics and provide input to support process and product development.

The duties above describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned, as required, by management.

 

What qualifications are needed?

• Bachelor’s degree in science (physics, chemistry or chemical engineering, mechanical engineering, etc.) or equivalent combination of education and experience in the field of analytical instrumentation.
• Able to travel 20%+ of time, both domestically and internationally, including travel during evening hours and weekends.
• Meet all security and safety requirements for entry in customer facilities, including, but not limited to, random drug testing, security screening and background checks, site specific training, fit testing to personal protective equipment (which may require being clean-shaven, or short hair), or any other reasonable safety or security requirement imposed by the customer.
• Ability to obtain a driver’s license.
• Ability to obtain a passport.
• Experience in the field of analytical instrumentati