What are the responsibilities and job description for the DMO Technical Support Americas position at Metso Outotec?
Join an industry leader and make a positive change in the sustainable use of the world's natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
Job posting end date : 02 / 28 / 2025
Introduction
We are seeking a Digital Marketing Office (DMO) Americas Technical Support to join our team. You will be responsible for providing technical support to distributors and customers, ensuring effective start-up, commissioning, and troubleshooting of Metso's products. In this position, you will report to Head of Distribution FSE, North, Central & South America
This position is mainly located in North and Central America as well as in Europe, but we are happy to offer flexible working arrangements, including hybrid options. There will be approximately 75% of travel required for the role.
Team you belong to
You will join a team of DMO Technical Support Specialists focused on providing comprehensive technical support services to distributor and customers, ensuring efficient operation and maintenance of Metso's equipment, and enhancing the technical capabilities of their distribution network. The DMO Technical Support Americas team at Metso works cohesively by leading projects in innovation, ensuring customer satisfaction through their pursuit of high-quality outcomes and collaborative problem-solving.
What You'll Do
- Communicate : Share parts, product, and service bulletins clearly.
- Timely Updates : Ensure all updates are completed at the Distributor level promptly.
- Policy Enforcement : Enforce Delivery & Acceptance, Commissioning, Warranty Registration (CWR), and Product Warranty as per CSE policies.
- Monitor & Evaluate : Assess Distributor technical support capabilities using determined KPIs.
- Issue Resolution : Ensure prompt resolution of technical support issues.
- Reporting : Produce regular reports and activity summaries to confirm the utilization, direction, and results of technical support.
- Guidance & Supervision : Provide guidance and supervision to ensure timely actions, reports, and coordination of warranty claims and other issues.
- Technical Training : Coordinate with the training department to provide technical training for distributor personnel.
- Effective Communication : Interact with all levels of organization staff and management, internally and externally with direct sales and service, distributors, and customers.
- Priority Response : Ensure an effective response to direct sales and service, distributors, and end users daily.
- Attentive Problem Solving : Engage in problem-solving opportunities with an attentive attitude, ensuring responsible personnel handle the issues and see them through to resolution.
- Performance Supervision : Supervise performance and accountability of the assigned distributor and territory.
- Distributor Visits : Regularly visit distributors within the assigned territory.
- Safety Inquiries : Respond to safety-related inquiries according to Metso rules and policies.
- Health & Safety Standards : Maintain the highest Metso standards of health & safety within the service support team.
- Continuous Training : Coordinate continuous training in health and safety regulations and procedures.
- Warranty Support : Validate and respond to MCT Distributor's warranty needs, concerns, and issues.
Who You Are
What's in it for you
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How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers' energy and water efficiency, increase their productivity, and reduce environmental risks with our product and process expertise. We are the partner for positive change.
Headquartered in Espoo, Finland, Metso employs over 17,000 people in close to 50 countries and sales for 2023 were about EUR 5.4 billion. The company is listed on the Nasdaq Helsinki. metso.com, x.com / metsoofficial
