Technical Support Specialist

About the role

Armstrong Fluid Technology is a global leader in mission-critical buildings and infrastructures, with over 1,400 colleagues across the globe and a legacy of nearly 100 years spanning eight manufacturing facilities on four continents. The Technical Support & Field Service Specialist is responsible for successfully resolving issues identified by Armstrong's customers, end users and sales teams. This position is located in North Tonawanda, NY, with possible travel.

Key accountabilities

• Provide excellent technical support in an office-based environment or, at times, on-site technical support to the local customer base
• Assist customers with problematic equipment and offer economic solutions
• Respond to customer technical inquiries and provide technical support, online or on-site
• Provide on-site training seminars for regional representatives and customers
• Travel to various projects in the local region to troubleshoot problematic jobs or assist with start-up and commissioning on Armstrong supplied equipment (20% of scheduled time)
• Perform numerous other departmental assignments as required
• Make recommendations and collaborate with other teams within the organization and vendors to improve products or processes
• Initiate corrective action reports if required
• Implement recommendations relating to method improvements and cycle time reductions

Requirements

• Minimum of two (2) years college technical diploma or degree in electrical or building controls preferred, but HVAC diploma/degree or five (5) years HVAC/Controls industry experience will be considered
• Strong technical aptitude and the ability and willingness to work as a team member in a fast-paced and continuously changing environment, carrying out assignments to completion with minimum supervision
• Two years experience working with engineering, manufacturing and distribution operations in an industrial environment
• Experience on a technical support and/or customer service type team
• Public speaking/training experience is an asset
• Strong knowledge of centrifugal pumps, heat exchangers, building automation controls, building automation communication protocols such as BACnet and Modbus is a must
• Experience working with Tridium Niagara and wireless networking experience is a definite asset
• Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations
• Strong, team-oriented leadership skills with presence and a bias for action
• Self-directed with ability to work autonomously and collaboratively and a focus on results
• Ability to communicate in an open and authentic manner in all situations
• Bilingual is preferred