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Product Support Specialist

2 months ago

South Houston, United States BIC Recruiting Full time
Job DescriptionJob Description

COMPANY OVERVIEW: Our client specializes in the rental and sale of Piping Isolation & Testing Products, Flow Measurement Products, Heat Exchanger Tools, and Tube Plugs, through innovation and professionalism, has differentiated itself as a leading supplier of manufactured goods to the refining, chemical processing, and power markets

POSITION: Product Support Specialist - Hydrotesting

COMPENSATION: Competitive salary + DOE

BENEFITS: Standard Package

LOCATION: Houston, Texas

SUMMARY: This position demands close collaboration with various internal teams, including sales, engineering and manufacturing, to facilitate seamless resolution of customer issues and to drive continuous product improvement. As a key liaison between customers and the company, you will play a pivotal role in gathering valuable feedback, identifying trends, and contributing to product development initiatives.

DUTIES OR RESPONSIBILITIES:

  • Embrace and exemplify company’s core values of Trust, Support, Communication, Collaboration and Creative Solutions.
  • Serve as the go-to authority for all matters related to isolation products, providing comprehensive knowledge and guidance to internal teams and external clients.
  • Conduct thorough inspections of isolation plugs, meticulously disassembling and scrutinizing components for wear, warping, or defects using precision inspection tools, gauges, and testing equipment. Execute necessary repairs and rebuilds to maintain product integrity.
  • Execute proactive maintenance procedures both on-site and in the shop environment to prolong the lifespan and reliability of products, ensuring optimal performance and safety for our customers.
  • Identify potential opportunities for products and services, contributing to the company’s strategic growth objectives.
  • Develop and deliver comprehensive on-site and remote training sessions for clients, sales teams, and internal staff, empowering them with the knowledge of product features and benefits, as well as the skills to effectively utilize products.
  • Responsible for making support sales and obtaining orders for support services which include after-market services and maintenance plans.
  • Follow up on leads and training requests, efficiently managing schedules for client visits and support trips to maximize productivity and customer satisfaction.
  • Collaborate closely with sales and engineering teams, providing technical support during field trials and offering invaluable insights to drive product enhancements and customer satisfaction.
  • Oversee and manage field services and start-up services as required, ensuring seamless execution and customer satisfaction throughout the process.
  • Provide support to new channel partners in growth markets outside the US, facilitating their success and contributing to expansion efforts.
  • Offer support to sales channels as needed for key client opportunities, while also representing at industry conferences, managing relationships with subject matter experts (SMEs), and relevant organizations to stay abreast of industry trends and opportunities for collaboration and growth.
  • Investigate and resolve customer complaints or concerns regarding product performance or functionality in a timely and professional manner.
  • Continuously staying informed about product updates, new features, industry trends and best practices through training sessions, workshops, and self-study to maintain expertise and provide informed support to customers.
  • Execute various tasks, as assigned by your manager, supervisor, or company officer, whether within your standard duties or as requested beyond regular responsibilities.

EXPERIENCE AND QUALIFICATIONS:

  • Ability to lift and carry equipment or materials, so a reasonable level of physical strength and dexterity may be necessary.
  • Ability to manipulate small tools, components, or devices, particularly during product repairs, installations, or demonstrations.
  • Good vision, including the ability to read small print, assess product details, and operate computer screens or diagnostic equipment effectively.
  • Travel is required as part of the job, so a valid driver’s license and the ability to operate a vehicle safely are necessary.
  • Ability to sit at a desk for extended periods.


***PLEASE NOTE: We try to respond to everyone who applies for our jobs, but in periods of high activity it may not be possible. We hope we can personally help you find your new job and wish you success in your job search. For more information, please email Kristin Skendziel at kskendziel@bicrecruiting.com