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Technical Support Engineer

2 months ago

Madison, Wisconsin, United States Promega Full time


Job Overview:
At Promega, we are dedicated to leading the way in innovative solutions for inventory management through advanced technology.

Our success hinges on a talented team of professionals who are committed to excellence and driven to achieve remarkable outcomes.

While our services are crucial, our culture and values are what truly set us apart.

The Customer Success team is vital in deploying both our standard and tailored solutions. If you thrive in dynamic environments, enjoy traveling, and excel at fostering relationships, we invite you to consider this opportunity.

POSITION OBJECTIVE:

The Customer Solutions Engineer reports directly to the Customer Operations Manager and plays a pivotal role within our Customer Success Team. Our mission is to collaborate closely with our clients, functioning as a unified team.

This collaborative approach ensures that our clients' achievements are our own, empowering our employees to deliver outstanding customer experiences.

Customer Solutions Engineers represent Promega in the field, responsible for installations, site assessments, training, repairs, technical support, and maintenance services.

They are essential in fostering a positive experience for customers and end users, while also being a key resource for collecting and relaying customer feedback.


KEY RESPONSIBILITIES:

  • Travel independently to execute field services at client locations, including site assessments, installations, training, calibrations, repairs, and troubleshooting as required.
  • Arrive equipped with necessary tools, research, and client-specific information to ensure successful service delivery. Manage and reconcile inventory effectively.
  • Exhibit a high level of emotional intelligence, building trust with clients and end users throughout the engagement process. Prioritize relationships and customer satisfaction while actively seeking feedback.
  • Adhere to Promega's guidelines regarding performance indicators related to quality, customer satisfaction, service levels, and productivity metrics.
  • Stay informed about new product releases, hardware updates, and procedural changes relevant to the customer success function.
  • Serve as an escalation point for customer support specialists when necessary.
  • Engage in proactive learning and suggest improvements for existing products and processes.
  • Report and document any quality issues in the appropriate channels.
  • Provide exceptional customer service in all interactions, effectively communicating technical concepts in an accessible manner.
  • Understand and comply with ethical, legal, and regulatory standards applicable to our operations.
  • Perform other related duties as assigned.

CORE COMPETENCIES:

  • Problem Solving
  • Accountability
  • Adaptability
  • Information Seeking
  • Critical Thinking
  • Execution
  • Customer Orientation
  • Communication Skills
  • Relationship Building
  • Flexibility
  • Self-Confidence

MINIMUM QUALIFICATIONS:

  • Willingness to travel up to 80% of the time, often on short notice.
  • Ability to meet entry requirements for various facilities.
  • Availability for occasional on-call and after-hours duties.
  • At least 2 years of experience in a field service or technical support role.
  • High emotional intelligence with a demonstrated capacity for understanding and empathy.
  • Self-motivated with a proactive approach. Strong interpersonal skills are essential.
  • Ability to thrive under pressure in a fast-paced environment.
  • Strong organizational and project management skills with the ability to prioritize effectively.
  • Proficient in communicating with engineering, customer, and account personnel.
  • Ability to collaborate within a team to resolve customer issues while maintaining a positive and professional demeanor.

PREFERRED QUALIFICATIONS:

  • Associate Degree in Information Technology, Engineering, Business, or a related field, or an equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

  • Ability to move equipment as needed.
  • Valid driver's license and ability to operate a vehicle.
  • Capability to work in confined spaces while bending and reaching.
  • Ability to sit and stand for extended periods.
  • Proficient in using computer and telephone systems.
  • Willingness to travel extensively (within the US).
  • Occasionally lift up to 80 pounds.
Promega values diversity and is proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status.