Service and Support Technician

Job highlights
Identified by Google from the original job post
Qualifications
2 year technical degree or certification from an education program related to repairing and maintaining electrical and/or mechanical products and systems
A candidate with 4 year college degree in area of study such as: Chemical Engineering, Electrical Engineering, Chemistry, Physics, Environmental Sciences, etc. with similar experience and a desire to move into this type of role would also be considered
2+ years of experience in a field technical support, troubleshooting, and repair role at a company that provides solutions for environmental or process analyzers, environmental safety, gas detection, emissions compliance, measurement and control, automation, pneumatics, or similar
Preference given to candidates with experience repairing gas analyzers using technologies such as: FTIR, TDLAS, NDIR, CRDS, or other optical analysis methods, gas chromatography, and/or mass spectroscopy
Ability and willingness to travel throughout North and South America without restriction
Occasional trips to company facilities and events in Europe may also be required
Exhibits patient curiosity and creates positive, proactive customer conversations to sustain strong relationships with key Gasmet customers
Ability to communicate clearly and effectively through multiple mediums such as: in-person, phone, email, reports and other written documents, and video calls/conferences
Experience working with customers in private companies in a range of industries, various types of public organizations, and governmental departments
Familiarity with the differences in organizational goals and support expectations of different customer types would be helpful
Experience working with an international manufacturing company or a service provider executing industrial contracts in the Americas
Experience supporting domestic and international sales channel approaches such as: direct sales, distributors, rental firms, system integrators, service providers, OEM's, etc
Ability to understand physics and chemistry concepts related to analytical measurements of gases
This person will need to express these complex concepts in an understandable way
Knowledge of mechanical, chemical, and electrical failure modes in systems, and the ability to diagnose individual failure modes and combined, complex failure modes when troubleshooting
Knowledge of financial concepts such as: profit margin, budgeted cost vs. actual cost, project cost balance, credit terms, expense management, service costs, and more
Proficient with Microsoft Office, Teams, One Drive, CRM, ERP, and related software
Key Soft Skills and Experiences:
Collaboration and cultural sensitivity
This person's range of duties can pull them into multiple directions
An ability to evaluate the cost/benefit of different tasks and balance multiple priorities will be important to success
Situational Awareness
This person engages in a wide range of customer conversations, and they will find that differing their approach based on the goals of each individual type of conversation will have a significant impact on success
Flexibility to resolve complex challenges in multiple ways will often win the day!
Responsibilities
This person will work in a support role across the business involving functions like technical support, repair, customer service, training, field service, startup/commissioning, spare parts sales, and similar
This position will be based out of a service center in Houston, Texas that Gasmet shares with the Neo Monitors team
Travel is expected to support customer sites throughout the Americas, and this position will also make occasional overnight trips to company facilities for meetings and events in the Americas and Europe
The Gasmet team in the Americas consist of Sales Professionals, Technical Service and Support, Finance, Administration, and the Americas Sales Director - to whom this position will report
Member of post-sale technical support team for customers in the Americas
May provide technical support to the sales team
Responsible for providing technical advice and service needed for Gasmet customers to effectively configure, operate, and maintain their products
Completes service and warranty repair work for customers in the Americas
Ensures that all repairs are completed on-time and on-budget, executes necessary workflows to meet customer and business needs, and is active contributor to safety programs and related tasks
Provides a range of inhouse and field services at customer sites such as: startup, commissioning, field troubleshooting and repair, spare parts sales, service contracts, remote and in-person training services, sales support, and similar
Fulfill administrative responsibilities related to CRM and ERP utilization, order acceptance and processing, expense management, forecasts, and periodic management reports and inquiries
Productive collaboration with Gasmet global service team to ensure alignment with global service practices and execute related programs that contribute to revenue growth, profitability, cash flow, and other business goals
May collaborate with customer, company sales, or other stakeholders to provide technical support for the design of specialized solutions in unique applications
Future growth opportunities through service collaboration for other Nederman Group products
Other duties that may be necessary from time to time that will contribute toward the company meeting its goals and objectives
Primary work location is company service center in Houston, Texas
Experience collaborating with internal stakeholders supporting customers in other global regions
The internal and external stakeholders this person interacts with are located around the world with different cultural norms
Effective time management
Job description
Service and Support Technician
Houston, TX, USA Req #609
Wednesday, August 28, 2024

Our Company:

Our team designs and manufactures world-class gas analysis systems and emission monitoring solutions to measure gas emissions from industrial processes, gases released from natural sources into the atmosphere, and gases present in working environments. In short, we help our clients keep people safe, keep the environment clean, and to plan for our collective future.

Gasmet was founded in 1990 and consists of the parent company and subsidiaries around the world. The headquarters and factory are located in Vantaa, Finland. Gasmet is part of the Nederman Group under the Monitoring & Control Technology division with Neo Monitors and Auburn FilterSense. You're welcome to find more details about our company at Gasmet.com and Nederman.com.

Gasmet is recruiting for a full-time Service and Support Technician position on our Americas team. This person will work in a support role across the business involving functions like technical support, repair, customer service, training, field service, startup/commissioning, spare parts sales, and similar. This position will be based out of a service center in Houston, Texas that Gasmet shares with the Neo Monitors team. Travel is expected to support customer sites throughout the Americas, and this position will also make occasional overnight trips to company facilities for meetings and events in the Americas and Europe. The Gasmet team in the Americas consist of Sales Professionals, Technical Service and Support, Finance, Administration, and the Americas Sales Director - to whom this position will report.

Core Responsibilities:
• Member of post-sale technical support team for customers in the Americas. May provide technical support to the sales team. Responsible for providing technical advice and service needed for Gasmet customers to effectively configure, operate, and maintain their products.
• Completes service and warranty repair work for customers in the Americas. Ensures that all repairs are completed on-time and on-budget, executes necessary workflows to meet customer and business needs, and is active contributor to safety programs and related tasks.
• Provides a range of inhouse and field services at customer sites such as: startup, commissioning, field troubleshooting and repair, spare parts sales, service contracts, remote and in-person training services, sales support, and similar.
• Fulfill administrative responsibilities related to CRM and ERP utilization, order acceptance and processing, expense management, forecasts, and periodic management reports and inquiries.
• Productive collaboration with Gasmet global service team to ensure alignment with global service practices and execute related programs that contribute to revenue growth, profitability, cash flow, and other business goals.
• May collaborate with customer, company sales, or other stakeholders to provide technical support for the design of specialized solutions in unique applications.
• Future growth opportunities through service collaboration for other Nederman Group products.
• Other duties that may be necessary from time to time that will contribute toward the company meeting its goals and objectives.

Required Qualifications:

Education:
• 2 year technical degree or certification from an education program related to repairing and maintaining electrical and/or mechanical products and systems.
• A candidate with 4 year college degree in area of study such as: Chemical Engineering, Electrical Engineering, Chemistry, Physics, Environmental Sciences, etc. with similar experience and a desire to move into this type of role would also be considered.

Experience:
• 2+ years of experience in a field technical support, troubleshooting, and repair role at a company that provides solutions for environmental or process analyzers, environmental safety, gas detection, emissions compliance, measurement and control, automation, pneumatics, or similar
• Preference given to candidates with experience repairing gas analyzers using technologies such as: FTIR, TDLAS, NDIR, CRDS, or other optical analysis methods, gas chromatography, and/or mass spectroscopy.

Other Requirements:
• Ability and willingness to travel throughout North and South America without restriction. Occasional trips to company facilities and events in Europe may also be required.
• Primary work location is company service center in Houston, Texas.

Other Beneficial Qualifications:
• Exhibits patient curiosity and creates positive, proactive customer conversations to sustain strong relationships with key Gasmet customers.
• Ability to communicate clearly and effectively through multiple mediums such as: in-person, phone, email, reports and other written documents, and video calls/conferences.
• Experience working with customers in private companies in a range of industries, various types of public organizations, and governmental departments. Familiarity with the differences in organizational goals and support expectations of different customer types would be helpful.
• Experience working with an international manufacturing company or a service provider executing industrial contracts in the Americas.
• Experience supporting domestic and international sales channel approaches such as: direct sales, distributors, rental firms, system integrators, service providers, OEM's, etc.
• Experience collaborating with internal stakeholders supporting customers in other global regions.

Key Hard Skills and Experiences:
• Ability to understand physics and chemistry concepts related to analytical measurements of gases. This person will need to express these complex concepts in an understandable way.
• Knowledge of mechanical, chemical, and electrical failure modes in systems, and the ability to diagnose individual failure modes and combined, complex failure modes when troubleshooting.
• Knowledge of financial concepts such as: profit margin, budgeted cost vs. actual cost, project cost balance, credit terms, expense management, service costs, and more.
• Proficient with Microsoft Office, Teams, One Drive, CRM, ERP, and related software.

Key Soft Skills and Experiences:
• Collaboration and cultural sensitivity. The internal and external stakeholders this person interacts with are located around the world with different cultural norms.
• Effective time management. This person's range of duties can pull them into multiple directions. An ability to evaluate the cost/benefit of different tasks and balance multiple priorities will be important to success.
• Situational Awareness. This person engages in a wide range of customer conversations, and they will find that differing their approach based on the goals of each individual type of conversation will have a significant impact on success. Flexibility to resolve complex challenges in multiple ways will often win the day!

Other details
• Pay Type Salary
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