What are the responsibilities and job description for the Product Support Technician position at Natural Gas Solutions North America LLC?
Role Summary/Purpose:
The Product Support Technician provides technical assistance and support to customers and internal teams regarding product functionality, installation, maintenance, and troubleshooting. The technician also executes product testing, training users, and updating technical documentation or knowledge bases.
Essential Responsibilities:
- Assemble new machines.
- Repair of customer machines.
- Travel within the USA and Canada delivering practical training of our technology to customers.
- Travel within the USA and Canada performing practical trials to potential customers.
- Report on ground conditions at each site.
- Promote Kobus consumables at all times.
- Coordinate with Suppliers for deliveries and supply chain issues.
- Communicate, work with and share information with our UK facility.
- Collection of Cables for our Cable supplier as instructed.
- Arrange travel arrangements in line with customer’s needs.
- Submit applicable expenses, as per company standard, in a timely manner.
- Follow all Company safety procedures/practices both onsite and on the job site/customer premises.
- Keep Warehouse clean and tidy at all times.
- Maintain appropriate stock levels.
- Maintain proper control and care of company vehicles, equipment, materials and parts.
- Maintain an organized mind on the shop floor.
- Self-started and motivated to learn.
- Be able to thrive in a fast-paced environment.
- Diagnosing and resolving product issues.
- Documenting support interactions.
- Escalating complex problems to engineering or development teams.
- Ensuring a high level of customer satisfaction.
Qualifications/Requirements:
- Mechanical Background and/or “hands-on” experience of at least 3 years in Water or Gas Industry.
- Ability to travel within the USA and Canada for 2-5 days at a time either by company truck or other methods.
- 25% - 35% of Travel associated with position.
- Maintain a valid State of Texas Driver’s License and clean driving record.
- A can-do attitude, paired with a think outside the box attitude.
- Able to follow directions and to work cooperatively with others
- Dependable.
- A wide range of Gas and Water rehabilitation and/or manufacturing knowledge and experience preferred.
- Excellent verbal and written communication skills are necessary.
- A practical aptitude is essential.
- Ability to self-direct, organize and prioritize in a fast-paced environment.
Education Requirements:
- High School Diploma or GED
