Technical Customer Care - Gas Analyzer & Flow Measurement

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.   

What is the role about? 

The Technical Customer Care – Gas Analyzer & Flow Measurement role at Endress+Hauser is a technical liaison dedicated to providing exceptional support to both internal and external customers within the industry. This role provides after-sales technical support for flow measurement, gas analyzers, dust measurement, and analyzer solutions used in custody transfer, process measurement, and emissions monitoring across multiple industries. This role serves as the primary contact for resolving technical issues and customer inquiries via telephone, email and other digital channels.  

Which tasks will you perform? 

• Provide prompt technical support for flow measurement devices, gas analyzers, dust measurement systems, and analyzer solutions used in custody transfer, process measurement, and emissions monitoring applications, while meeting or exceeding department responsiveness goals. 
• Serve as the main point of contact for customer and sales inquiries related to after‑sales technical support via phone, email, and digital channels; troubleshoot and guide customers through product features, configuration, maintenance, device errors, field repairs, and upgrades. 
• Support products installed in oil and gas, chemical/hydrocarbon processing (HPI), power generation, waste incineration, steel and cement, and other industries across the U.S. and Canada. 
• Actively respond to critical situations such as plant downs, both on call and during normal working hours  
• Collaborate with internal teams to align technical solutions, customer support strategies, and product application guidance.  
• Accurately record details of customer support activities—including issues, actions taken, and solutions provided—in the CRM system. 
• Regularly review, maintain, and update technical support documentation, including knowledge articles, application solutions, FAQs, and other supporting resources. 
• Identify, document, and escalate recurring technical themes to drive continuous improvement in products and services. 
• Handle customer requests professionally, upholding and enhancing the perception of Endress+Hauser; resolve or escalate issues as appropriate. 
• Guide customers to the best resources to fit their needs, including support services, information distribution, and other relevant solutions. 

What do we expect from you? 

You will have (required): 

• Bachelor’s or associate’s degree in a technical field or equivalent technical customer service experience required (engineering degree preferred) 
• 4-6 years of experience with Gas Analyzers and/or Flow Measurement technology for regulatory analysis and process measurement, or related industry experience 
• Flexibility to work alternative schedules, including weekends and on-call hours. 
  • On‑call weekends and after‑hours support rotate across the team, with an expectation of availability and timely response during on‑call assignments. 
• Willingness to travel occasionally for training and customer interactions (up to 20%) 

You may have (preferred): 

• Demonstrated expertise in technical support, operations, or engineering roles with proven ability to troubleshoot and communicate technical information to end users, operators, or customers 
• Experience supporting products in waste incineration plants, power generation, steel and cement, oil and gas, and/or chemical and hydrocarbon processing (HPI) plants 
• Proficient experience using a CRM or case management system to efficiently manage and document customer support activities 
• Proven experience delivering technical support to customers through phone, email, and digital platforms. 
• Enthusiasm for supporting others, promoting continuous learning, and enabling knowledge sharing within the team. 
• Ability to work and make informed decisions independently and on own initiative 
• Exhibits a proactive and positive approach to embracing and promoting change, with an open and curious mindset towards new ideas and opportunities 
• Demonstrates enthusiasm and self-motivation, taking pride in their work and channeling energy into achievi