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Technical Support Specialist

2 months ago

Minnetonka, Minnesota, United States Veolia Full time

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Veolia. As a Technical Support Specialist, you will be responsible for providing world-class technical support to our customers, ensuring that they receive the best possible experience with our water treatment equipment.

Key Responsibilities

  • Provide technical support to customers globally, ensuring that their water treatment equipment is functioning optimally.
  • Ensure that our customers have the best possible experience with our products, resulting in high-margin replacements and repeat business.
  • Organize and drive feedback to engineering and product management to sustain product and project delivery improvement.
  • Manage incoming customer issues/claims, using available tools to track and communicate cases until solutions are provided to customer satisfaction.
  • Represent the Veolia technical support team as an active 24/7 after-hours on-call representative.
  • Manage customer warranty claims within assigned DOA levels, working with various business groups to execute claim closure, parts identification, and service opportunity identification.
  • Train operators on understanding alarms, sequences, modes, CLC, OSC, using phone, web casts, or actual site visits.
  • Demonstrate understanding of Controls/Programming/Networks across various water treatment systems.
  • Have mechanical experience and know-how, particularly with water treatment equipment (pumps, valves, instrumentation, relief valves, regulators, pneumatic systems, etc.).
  • Have electrical experience and know-how, particularly with electrical panels and water treatment equipment.
  • Support various mechanical issues with equipment outside of Veolia core products, 3rd party vendor-supplied equipment, and parts.
  • Support various hydraulic issues, including review of customer-designed piping arrangements to resolve water hammer, air entrainment issues common with water treatment systems.
  • Support various instrumentation, calibration, and set-point inquiries for Veolia systems that utilize online instrumentation for measuring flow, pressure, temperature, level, pH, DO, conductivity/resistivity, etc.
  • Support process-related issues, including chemical dosages, best practices, and helping customers with the day-to-day operation of their plants.

Requirements

  • BS in a STEM field and/or a minimum of 5 years of experience in water/wastewater treatment projects or related fields.
  • Ability to work in a fast-paced environment and operate independently to deliver business results.
  • Shift: 8am-5pm CST, plus 24/7 on-call coverage 25% of the time.
  • Clear and concise communication skills.
  • Drive a winning mentality and culture.

Desired

  • Knowledge of Veolia Water Technologies & Solutions products, solutions, and applications.
  • Excellent computer skills (Microsoft Office, Excel, Word, and PowerPoint).
  • Relevant field experience working on Veolia WTS products.
  • Background in Root Cause Analysis (RCA) tools.
  • Focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams.
  • Working knowledge and experience of PLC & HMI/SCADA programming and troubleshooting (Rockwell, GE-IP/Emerson preferred).
  • Working knowledge and experience with industrial networking and fieldbus.
  • Mathematical skills, including math operations in all units of measure, using whole numbers, fractions, decimals, ratio, and percentage.
  • Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems, including but not limited to RO/ED, UF/MBR, Ion Exchange, ADT, and Thermal technologies.
  • Demonstrated ability to read and interpret instruction and safety manuals.
  • Demonstrated ability to work independently.
  • Demonstrated ability to plan multiple priorities, focus on the most important ones.
  • Demonstrated ability to adapt quickly to new problems, clients, and situations.
  • Demonstrated ability to make timely and correct decisions without all the information.