Experienced Technical Support Engineer

Responsibilities

• Resolve customer issues promptly and ensure exceptional service.
• Documentation of all inquiries, including the solutions.
• Liaison with Technology, ISC, Quality and Customers.
• Manage Customer Escalations and Case Loads.
• Complete & Process Customer’s Warranty claims.
• Verification and Validation of Hardware & Software products.
• Liaise with Quality on Issues reported & Root cause analysis.
• Review Product literature with Technology.
• Deliver technical training to internal and external customers.
• Participate in New Product development.

Qualifications

• Bachelor’s degree from an accredited institution in a technical discipline such as science, technology, engineering, or mathematics.
• Minimum of 3 years of experience in application technical support or a similar role.
• Strong knowledge of Elster Gas Analyzer and related technologies.
• Excellent problem-solving and analytical skills.
• Strong communication skills with customer empathy.
• Ability to travel up to 30% within the US & Canada to engage with clients and address technical issues on-site.
• Valid passport.

About the role

This position will require a hybrid work schedule, with a combination of on-site and remote work. In this role, you will have a direct impact on the success of our PMC applications by providing technical support, troubleshooting complex issues, and collaborating with cross-functional teams to deliver effective solutions. You will also contribute to the development and implementation of application support strategies and processes to enhance customer experience and drive continuous improvement.