Technical Customer Care

At Endress Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17,000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.  

What is the role about?

The Technical Customer Care III role at Endress Hauser is a technical position dedicated to providing exceptional support to both internal and external customers. This role involves collaborating as part of a team that interfaces primarily through digital and telephonic channels to deliver technical support related to the service of Endress Hauser instrumentation, software, and solutions.

Which tasks will you perform?

• Provide continuous technical support for assigned products, systems, and services to sales teams, distributors, and customers through digital and telephonic communication.
• Addressing "how-to" questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality.
• Serve as the main point of contact for customer needs related to after-sales technical support requests via digital channels, including phone, email, and chat, striving to exceed department responsiveness goals.
• Handle customer requests professionally, upholding and improving customer perception of Endress Hauser; solve or escalate problems as appropriate.
• Provide internal and external customers with answers to general questions regarding sales tools, product specifications, and product information.
• Guide customers to the best resources to fit their needs, including support services, distribution of information, and other relevant information.
• Leverage the CRM system to accurately document and retain all customer interactions and technical support data.
• Regularly review and update technical support documents, application solution write-ups, FAQs, and other supporting materials.
• Document and escalate recurring themes from customer comments and complaints to ensure they are addressed by the appropriate teams.
  
  

What do we expect from you?

You Will Have (required)

• Technical degree or equivalent technical customer service experience required; engineering degree preferred.
• 4-6 years of experience with Gas Analyzers and Flow Measurement technology for regulatory analysis and process measurement, or related industry experience.
• Flexibility to work alternative schedules, including weekends and on-call hours, as needed.
• Willingness to travel occasionally for training and customer interactions (up to 20%).
  
  

You May Have (preferred)

• Demonstrated expertise in a technical, customer-facing role.
• Experience working in waste incineration plants, power, steel or cement plants, oil and gas industry applications, or chemical and hydrocarbon processing (HPI) plants.
• Ability to work autonomously as needed within the best interests of the customer.
• Ability to communicate effectively within the organization as well as with customers regarding technical issues.
• Requires problem solving, complex decision-making, and organizational skills.
• Ability to provide clear and organized direction.
• High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email.
  
  

What can you expect from us?

• Family-owned, friendly, and highly committed company  
• Tuition reimbursement and a wide range of development opportunities 
• Comprehensive benefits package which includes medical, dental and vision 
• Competitive compensation and bonus opportunities 
• Generous paid time off 
• Life insurance and 401(k) savings with company match 
• Full-service café, fitness center, and health clinic (in Greenwood, IN)
  
  

Endress Hauser is an equal opportunity employer and does not discriminate on the basis of any protected classification including protected veteran and disability status.