Technical Support Specialist

4 weeks ago

Houston, Texas, United States Trace Elemental Instruments Full time

Support Engineer - Houston

We are seeking an experienced Support Engineer to join our team in Houston, Texas. The ideal candidate will have a technical background and be motivated to provide exceptional customer support.

In this role, you will work closely with our sales, service, and application specialists to promote and provide outstanding customer support. You will be responsible for maintenance, installation, and troubleshooting of our machines for our customer base.

What We Offer

Trace Elemental Instruments is a dynamic and rapidly growing organization that offers a unique work environment. Our team is united by a shared commitment to excellence and customer success. You will have ownership of your process and success, with the support and encouragement of our senior leadership and the entire team.

We offer a competitive salary and benefits package, including medical insurance and a 401k with 5% company match. You will also receive a laptop and a mobile phone.

Key Responsibilities

  • Perform preventive and/or corrective maintenance to TE products during customer visits and provide technical support/assistance by phone, email, etc.
  • Travel within the USA for product installations, training, and service purposes. Occasional travel to Canada and Latin America may also be required.
  • Monitor the status of open support tickets and provide follow-up until conclusion, using our ERP system.
  • Responsible for achieving defined targets of both Service and Spare Parts.
  • Pick up signals considering developments, trends, and customer satisfaction during customer visits and provide feedback to the Commercial Team and deliver critical quality data to management.
  • Organize and perform instrument demos, training, and workshops together with the Sales Engineer.
  • Responsible for personal inventory management and related communication with the Order desk.
  • Actively promote products to assist the sales team in generating new business opportunities.

Requirements

  • Residence in the Houston area.
  • Experience - At least 3 years servicing/supporting Analytical Laboratory Instrumentation within or related to the (Petro)chemical, Renewable energy, or Environmental (water) industry.

Experience in Elemental analysis and/or Ion Chromatography would be a plus.

Education

  • Degree or diploma in a relevant field: lab or analytical instrumentation.
  • Experience and comfortable using CRMs or ERPs.

Skills

  • Excellent communication skills - strong verbal and written skills, friendly, patient, and a good listener.
  • Customer-focused - sensitive to needs, improving performance and skills.
  • Ambitious and driven - takes ownership, respects and cares for coworkers, a self-starter, self-supporting, motivated, and stress-resistant.
  • Analytical and accurate - a problem-solver and good at diagnosing, troubleshooting, and managing support tickets, with an eye for detail.
  • A team player - works effectively with inside sales teams or cross-functional teams to achieve common goals and has experience coordinating with team members to optimize lead management and sales processes.

Why Work with Us

Trace Elemental Instruments is a leader in the development, production, marketing, sales, and support of innovative laboratory instrumentation. We are a close-knit team that is united by a shared commitment to excellence and customer success. We empower our employees with the tools and support they need to excel and encourage creativity in every aspect of our work.

We are deeply committed to developing our people from within, providing opportunities for growth that allow our team members to take ownership of their work and step into leadership roles. This growth mindset is integral to our shared commitment to excellence and our collective drive to push boundaries. Together, we focus on achieving our goals with precision, dedication, and a unified vision.

How to Apply

Please send us your resume and motivation to vacature@teinstruments.com. For any questions, please contact Angelina Koopstra at angelina.koopstra@teinstruments.com.

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