Product Support Specialist

4 weeks ago

South Houston, United States USA Industrial Full time
OVERVIEW:

USA Industries, LLC. (USAI) is an ISO 9001:2015 certified, American manufacturer. USAI exists to rapidly deliver essential products and innovative solutions to its customers. The company specializes in the design, production, and supply of Piping Isolation & Testing Products, Flow Measurement Products, Heat Exchanger Tools, and Tube Plugs. Our products are critical to safe and effective construction, maintenance, and repair of piping systems and heat transfer equipment found in refineries, petrochemical and chemical plants, power plants, and other industrial processing and commercial facilities throughout the world. We support our customers 24/7/365 during their construction projects, turnarounds, shutdowns, routine maintenance, and emergency repairs. USA Industries boasts an established product line, multiple patents, in-house engineering/design, state-of-the-art machines, and unrivaled customer service.

At USA Industries, we believe an accountable workplace is built upon a foundation of trust. We support one another and value open, honest communication. We meet the needs of each other and our customers through collaboration and creative solutions.

USAI differentiates itself as a leading designer, manufacturer, and supplier through the innovation, responsiveness, and professionalism of its employees. At USAI, each employee brings unique ideas and experiences to the organization while gaining new, valuable knowledge and skillsets. Every individual at USAI is an integral part of a unified team, focused on continuous growth of the organization under its mission, vision, and values.

JOB SUMMARY:

As a Product Support Specialist at USA Industries, you will be integral to ensuring the optimal performance and satisfaction of our customers with our diverse range of products, specifically focusing on our GripSafe product line. Your mission is twofold: to provide professional support in training services and to ensure the seamless safe testing and installation of USAI isolation products. This responsibility includes providing expert assistance and guidance to customers regarding our products, addressing their queries, concerns, and technical issues with professionalism and efficiency. In this fast-paced and customer-centric role within an ever-evolving market landscape, you will leverage your product knowledge and problem-solving skills to deliver exceptional support that exceeds customer expectations.

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.

Joining USA Industries as a Product Support Specialist offers an exciting opportunity to thrive in a dynamic environment while contributing to the success and growth of a company committed to excellence and innovation. With the support of a dedicated team and access to ongoing training and learning opportunities, you will have the platform to enhance your skills, build strong relationships with customers, and make a meaningful impact on our business success.

JOB DUTIES AND RESPONSIBILITES:
  • 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 USAI's 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 USAI's products, ensuring optimal performance and safety for our customers.
  • Identify potential opportunities for USAI 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 USAI products.
  • 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 USAI's expansion efforts.
  • Offer support to sales channels as needed for key client opportunities, while also representing USAI 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.
QUALIFICATIONS:

Education
  • Bachelor's degree in engineering, a related technology field, or an equivalent qualification is required.
Work Experience
  • Minimum 2 years of experience in field services.
  • Minimum 5 years of experience in piping isolation and hydro pressure testing.
  • 5 or more years of experience in at least two of the following:
    1. Process industries.
    2. Mechanical piping and isolation
    3. Technical training
Skills
  • Travel requirements: 0-75%.
  • Demonstrated ability to efficiently manage tasks and projects independently, ensuring timely completion and quality results.
  • killful at translating technically complex concepts into easily understandable language for diverse audiences, facilitating effective communication and comprehension.
  • Proven track record of technical aptitude, consistently delivering solutions aligned with industry standards and best practices.
  • Strong teamwork skills coupled with adeptness in cross-departmental leadership, fostering collaboration and synergy across organizational boundaries.
  • Exhibits technical competence with a focus on sustainable, long-term outcomes, contributing to the ongoing success and evolution of projects and initiatives.
  • Deep understanding of customer needs and industry dynamics, informing strategic decision-making and solution development processes.
  • Proficient in tracking and version control methodologies, with a keen eye for managing lifecycle costs and optimizing resource allocation throughout product lifecycles.
  • Skilled in orchestrating successful product launches, from planning to execution, ensuring seamless implementation and customer satisfaction.
  • Demonstrated effectiveness as a salesperson, adept at advocating for solutions and driving adoption through compelling presentations and persuasive communication.
  • Excellent writing and presentation skills, capable of crafting clear, concise, and engaging content for various purposes and audiences.
  • Self-motivated and proactive networker with a keen interest in technology issues, fostering valuable connections and staying abreast of industry trends and developments.
  • Combines strategic thinking with a hands-on approach to translate plans into actionable initiatives, consistently reporting on progress and adapting strategies as needed for optimal outcomes.
Physical Requirements
  • 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.

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