Technical Support Representitive - XOS

Technical Support Representative

Are you looking to use your troubleshooting skill in a high-impact, customer facing role? If so, read on! BUT, please read carefully. This is NOT an IT role.

Protecting water, the most valuable resource, and driving sustainability is very close to our hearts. You will be part of a flexible, family friendly organization that cares about its people just as it cares about the environment. XOS is a leading manufacturer of application-specific X-ray analyzers. In today's highly competitive environment one of the key differentiators for sustained long term success is an organization's people. While products, assets, and brand can create a competitive advantage, over time without great people the competition will catch up. This could not be better stated than in one of our core values, We Deliver Results as a Team!

Through strong customer partnerships, we advance the quality and delivery of water. Want to help us in this mission?

About the Role

Our Technical Support Representative is the first line of contact for providing support to customers on our elemental analysis instrumentation. When a customer needs support, this person will interact with the customer via email, phone and MS Teams to diagnose the problem. Depending on the issue, you may be able to work through to a resolution over the phone, using some readily available material in conjunction with your own due diligence and analysis of the situation. While the Technical Support Representative is always the driver to resolution and at the forefront of interactions throughout the entire process, you will have assistance from a Technical Service or Field Service Engineer to make sure it is technically sound.

We offer:

• Vacation Time
• Flexible Working Hours
• Powerful Team Looking Forward to Working with You
• Career Coaching and Development Opportunities
• Health Benefits
• 401(k)

The Technical Support Representative is responsible for:

Customer Relationship Management

• Serve as the primary point of contact, ensuring positive customer experiences with our company, products, and services.
• Build and nurture strong customer relationships in high stress situations to maximize satisfaction and loyalty.
• Identify and escalate service and instrumentation opportunities to appropriate sales channels.

Technical Expertise and Problem-Solving

• Utilize your manufacturing background to troubleshoot and document technical issues effectively.
• Perform occasional on-site troubleshooting, service, and repairs, applying hands-on industry knowledge.
• Process and manage internal and field service repairs with efficiency and attention to detail.

Inventory and Order Management

• Conduct monthly audits and manage field service part inventory, ensuring optimal stock levels.
• Process replacement parts and consumable orders with precision.
• Set up return shipments for customers, streamlining the process for maximum convenience.

Sales Support and Customer Service

• Provide accurate quotations and delivery information, leveraging your understanding of manufacturing timelines.
• Identify cross-selling and upselling opportunities based on customer needs and product knowledge.

Continuous Improvement

• Pivot quickly to customer needs, contribute to product and service enhancements by providing feedback from customer interactions.
• Stay updated on industry trends and technological advancements in manufacturing to better serve our customers.

The essential requirements of the job include:

• 3-5 years of hands-on electromechanical experience, ideally in a manufacturing or service environment and in a customer facing role.
• Prior experience in instrument repair or instrument support
• Proficient utilizing Microsoft Office including Word and Excel
• Mechanically inclined and troubleshooting aptitude
• AS Degree in Engineering Technology or equivalent is preferred or combination of education and experience

This position is part of the Commercial function located in East Greenbush and will be on-site.