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Field Technical Support Engineer

2 months ago

Montgomery, Alabama, United States Viscofan Full time
Job Overview

Position Title: Field Technical Support Engineer

Reports To: Technical Service Manager

Department: Technical Service/Field Operations

Work Schedule: Primarily Monday to Friday during standard business hours, with flexibility required for customer demands, including potential weekend and evening work.

Geographical Scope: United States

Role Objective: Address technical challenges faced by clients, which may encompass product quality concerns, modifications in product applications, equipment training, testing of new products, and conducting product/process evaluations.

Key Responsibilities:

  1. Product Expertise: Acquire comprehensive knowledge of all product lines, including key parameters and customer applications, to effectively investigate quality issues, assist in application modifications, educate clients on products and equipment, and conduct audits.
  2. Analytical Problem Solving: Investigate processes or products through on-site assessments or data analysis to identify root causes of discrepancies. Propose corrective measures based on findings, which may involve adjustments to products or processes.
  3. Technical Documentation: Compose clear and concise technical reports detailing visit purposes, actions taken, and outcomes, ensuring timely delivery post-visit. Reports must exhibit strong writing skills, proper grammar, and factual accuracy.
  4. Effective Communication: Engage comfortably with personnel at all levels within client organizations, from operational staff to management, to discuss issues and findings during site visits.
  5. Data Collection: Accurately gather necessary measurements relevant to each product line and issue, documenting essential data for reporting purposes, including dimensions, weights, times, temperatures, and basic statistical analyses.

Required Skills and Competencies:

  1. Business Acumen: Understand how casing performance influences client operations.
  2. Functional Knowledge: Familiarity with all product lines and their applications in client settings.
  3. Industry Experience: Previous experience in the meat industry is essential, along with proficiency in standard office software.
  4. Educational Background: Technical or Food Industry degrees are advantageous, but relevant industry experience is mandatory.
  5. Competencies: Demonstrate flexibility and quick thinking, adapting to rapidly changing job demands and client needs.

Management Responsibilities:

Direct Reports: None

Indirect Reports: None

Autonomy: Independently manage travel schedules based on managerial plans, with the ability to adapt quickly to client requests and requirements.

Complexity: Engage in evaluative judgments based on factual and qualitative data in complex or unique scenarios.

Business Impact: Activities indirectly influence commercial outcomes, with data collection and problem analysis contributing to overall business performance.

Communication Skills: Possess strong communication abilities, demonstrating diplomacy and tact when interacting with clients.

Physical Requirements: Ability to lift up to 100 lbs to handle product casings.

Work Environment: Capable of working in varying temperature conditions, including hot and cold environments.