Technical Services Engineer

Company Description

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller can survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel  to see our customer’s applications. And, check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional video.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

Job Description

Summary:

This individual’s main responsibility is to provide technical support/assistance and support all facets of training on Instron products to our internal and external customers, i.e., customers, internal personnel, and field service personnel. In addition, this person will interface with design teams and engineering to discuss design issues and problem resolution. This person will be responsible for making design recommendations on products and maintenance procedures to improve the service ideals; reliability, serviceability, maintainability and usability.  

What You'll Do:

1. Assists in the training of field service engineers in the operation and maintenance of Instron products and equipment. 
2. Responsible for curriculum development for training courses that satisfy both internal and external customer needs.
3. Provides technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products.  This assistance is usually provided via telephone, email, voice mail, web requests, or travel to customer’s sites (occasional).
4. Recommend changes to products or to maintenance procedures to improve reliability, maintainability, serviceability, and usability.
5. Assists in the corrective and preventive maintenance on electronic equipment with minimum supervision. Works from complex schematics, diagrams and technical manuals.
6. Responsible for updating, maintaining and using the technical information on the Service CD, Service Management System (SMS) and Service WEB page.
7. Required to maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue calls to a reasonable level and account for daily work hours in the SMS.   
8. Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality-based activities to maintain the high standard which is Instron service and product.

Qualifications

What We Are Looking For:

1. Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
2. Ability to multi-task.  This will involve tracking multiple support issues, tasks and projects.
3. Self-motivated and can work independently with a minimum of supervision.
4. Present a good attitude and team ethic.
5. Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
6. Thorough understanding of PC’s, DOS and Windows and the ability to learn a wide variety of software applications.
7. Understand the interaction between software and hardware on electromechanical and servo-hydraulic devices.
8. Promotes teamwork among their colleagues.
9. Actively understands and embraces customer satisfaction tenets.

Working Conditions:

1.  Normal plant environment with some exposure to grease, dirt, noise and operational equipment.
2.  Occasional national/international travel will be required. (~10%)
3. This role will be based out of the Norwood, MA office.

Educational Requirements:

1. Technical degree – bachelor’s degree required in a technical area, or equivalent.
2. At least 2 to 3 years’ experience in a technical area.
3. Customer relations experience (at least 1 yr)

Reporting Relationships

Reports to the Norwood Technical Support Manager or their designee.

Additional Information

Take this opportunity to join a successful team where you can make an immediate impact. We offer:

• Competitive pay
• Company vehicle, paid training, cell phone, laptop
• Medical (multiple options), visi