What are the responsibilities and job description for the Application Engineer and Senior Technical Support Representative position at Iwaki America, Inc.?
We are seeking an experienced Application Engineer and Senior Technical Support Representative to join our team. In this role, you will leverage your deep technical expertise to deliver exceptional support for our products and processes. You will serve as a trusted resource for customers, distributors, and internal teams, providing accurate guidance, troubleshooting complex issues, and ensuring successful product applications.
Key Responsibilities & Required Functions:
- Communicates with distributors and customers by phone and email.
- Responds to product inquiries from domestic and international distributors and customers.
- Assist distributors and customers to ensure proper selection and installation of products.
- Prepares detailed quotations for distributors and customers.
- Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
- Provides phone and email technical support for pumps, controllers, and sensors.
- Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
- Reviews detailed specifications and makes proper product selections. Documents exceptions to specifications when necessary.
- Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
- Conducts product training for distributors, customers, and internal personnel.
- Participate in trade shows as needed.
- Visit field installations to provide support as needed.
- Assist Product Managers on new product development and generation of product specifications.
- Provide market data and information on competitors to Product Managers.
- Embrace automation and work with management to help design automated tools that can support the Customer Service and Technical Support department
- Some travel may be required.
Essential Qualifications and Core Competency:
- Bachelor’s degree in electronics, engineering technology, industrial technology, or equivalent.
- 8 years’ experience with analytical controls, metering pumps, and/or water treatment equipment.
- Strong organizational skills
- Excellent oral and written communication skills including presentation skills for both small and large groups
- Proficiency in Microsoft Office Products
- Effective training skills
- Data analysis and problem-solving skills
- Experience working as part of a team and as a manager
- Successful relationship building skills
- Familiarity with Walchem equipment and controls
- Ability to patiently defuse conflicts
- Good listening/troubleshooting skills
- Proven technical knowledge through educational achievements and work experience
- Time Management – ability to organize and manage multiple priorities in a fast-paced environment
- Ability to work well with little supervision
- Detail oriented
- Ability to remain calm during stressful situations
Salary : $100 - $120