Mettler-Toledo AutoChem is seeking a Principal Support Engineer and Technical Trainer for its Columbia, MD location. Reporting to the Global Service Product Manager, this position is responsible for managing technical support for US customers and comprehensive support for a global team of Field Service Engineers, Technology and Applications Consultants, and Account Managers to include quotation guidance, troubleshooting difficult/unknown problems, applications support, and customer complaints. Responsibilities will include technical training, initiating Quality Notifications for product, process, and customer issues while monitoring installation records for Out of Box Failures and working across departments to drive customer satisfaction through high quality and timely response for rapid resolution of reported problems.
Essential Duties and Responsibilities
- Manage the triage of customer requests to ensure a 1-business day response time.
- Manage technical support to US customers via phone and email to ensure closure within 5 business days.
- Manage escalations of complex technical support cases and customer complaints.
- Manage the initiation process to update technical documentation with document owners for knowledge gained through complex customer requests.
- Manage the process to initiate new service materials with Service Product Management via the Material Introduction Release Process.
- Manage the process to initiate engineering changes with Service Product Management for service materials via the Engineering Change Management Process.
- Review, approve, and communicate all new supporting processes and reference guides to harmonize technical support activities across all team members.
- Review, approve, and communicate all new phone and email scripts to optimize technical support communications with customers and field teams.
- As the primary or secondary instructor, develop and execute remote and/or classroom trainings at the advanced and expert levels.
- Provide hardware and software testing support for new product development projects and service pack updates.
- Provide pre-study service support for new product development projects.
- Provide new hire onboarding support and on-the-job training for technical support processes, policies, and procedures.
What You Need to Succeed
- Bachelor's degree (or higher) in Engineering, Chemistry, Physics, or related field, or equivalent combination of education and experience. Foreign equivalent degrees are acceptable.
In addition to the degree (or degree equivalent), must have all of the following:
- Minimum five years of experience in a technical support role within a field service organization or related field;
- Experience with instructing group training and delivery technical training;
- Experience utilizing analytical and problem-solving skills;
- Experience with Infrared, optics, lasers, HPLC, GC, or Mass Spectrometry;
- Knowledge of ATEX/IECEx;
- Experience with project management;
- Experience with troubleshooting electronic, electrical, and mechanical instruments and computer systems; and
- Experience with MS Word, Excel, PowerPoint (Level 2), and InfoPath (Level 2).
- Must be able to provide customer service and communicate effectively in English, both verbally and in writing.
- Travel Requirements: Up to 30% domestic travel, which may include extended overnight trips, and some international travel may also be required.
Our Offer to You
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire
- Tuition reimbursement, perks, and discounts
- Parental and caregiver leave programs
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in precision instrumentation
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards across Mettler Toledo
- Global recognition for the quality of our products and services
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For those who prioritize precision, Mettler Toledo is precisely where you belong.Job Reference # 22627
Preferred Location Maryland
Columbia
Job Type Full-time
Legal Entity Mettler-Toledo Autochem, Inc.
6708 Alexander Bell Dr, Columbia, MD 21046 United States
+1 (410) 910-8100
