Technical Support Specialist
1 month ago
Job Purpose:
The Technical Support Specialist develops practical and innovative ways to identify and meet the goals of the LUFKIN Automation Product Line. This role has the ability provide technical expertise and support to customer employees, LUFKIN employees, engineering staff, and management, including but not limited to troubleshooting, material handling, safety procedures, and a broad range of LUFKIN Automation application offerings.
Key Accountabilities:
- Coordinate and provide instruction on key programs and procedures.
- Provide training and mentorship to customer and LUFKIN employees.
- Work with customer employees and management to promote, maintain, and drive continuous improvement in safe work practices while monitoring, proper use of application, quality assurance, and adherence to contract requirements.
- Ensure compliance through training and inspections with all applicable regulations, electrical safety programs, OSHA, NFPA70E, work practices and industry/site specific work rules.
- Perform testing in both field and lab environments on new and sustaining products and projects.
- Validate proper function of these applications, and work with engineering and leadership to ensure that product application(s) operate per specified requirements.
- Liaison with other departments as necessary and function as a leadership team.
- Provide open feedback to leadership team as issues with various products arise.
- Propose solutions to problems in an open reporting environment.
- Work with departments to help resolve these issues in a timely manner, consistent with policies, regulations, and/or customer needs.
- Accept troubleshooting phone calls from LUFKIN and customer employees and help to resolve issues as needed.
- Use a web-based portal for fulfilling technical assistance for LUFKIN employees in various departments.
Required Education & Preferred Certifications
Minimum of 5-years of experience with a licensed journeyman/master electrician, or a bachelor's degree in electrical engineering with qualifying electrical/controls on the job training, or associate degree in automation, controls, or instrumentation with 5 years field experience.
Required Knowledge / Skills
- Ability to learn or have in-depth knowledge of all LUFKIN Automation product offerings, including but not limited to Rod Pump Controllers, Progressive Cavity Controllers, Hydraulic Lift Controllers and Variable Speed Drive with Rod Pump Applications
- Must have an in-depth working knowledge of rod lift systems well pumping application
- Must have exposure to SCADA system products and service offerings, including knowledge of radio/telemetry and Modbus communications protocols
- Must have a working knowledge of Variable Speed Drives, AC motor theory and application
- Must be able to work independently, and delegate tasks to other team members when needed
- Must have excellent communication skills to work with customers and LUFKIN employees and leadership
- Must be proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.)
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