The Technical Support I will be the first point of contact for most inside sales, outside sales, field service technicians, sometimes end users (customers) inquiries and Order Entry team.
This person needs to be very organized to keep track of the cases and respond to every single request on a timely and effective manner.
The candidate on this position needs to be a quick learner and proactive technician to collaborate efficiently with the team and demonstrated domain of at least 3 or 4 of our product lines, is a decision maker and is responsible of coordinating any necessary procedure among different departments to ensure operational compliance.
This person will also oversee training and team’s knowledge and development up to date in both Technical and Process aspects.
Provide technical support to by email, chat and telephone.
Provides excellent technical support to Rosemount sales force and ISR by providing :
Provide product application technical support and solutions to customer problems.
Provide accurate quotations for specials and buyouts based on customer requirements.
Have good working knowledge for RMT sizing and quotation tools.
Responsibility to continually enhance their knowledge of RMT products, applications and industries served.
Troubleshooting and provide solutions to warranty and quality issues :
Talk with other specialists from North America, Europe or Asia to analyze errors of instruments and provide solutions and recommendations.
Keeping files for support organized and updating them each day.
Assist with onboarding and training of new hires for customer care (Technical Review and Proposal Engineers groups).
Ability to handle cases from our product lines (Pressure, DP Flow, Temperature, Wireless, Level).
Availability to travel in case you are needed for training or assistance for support.
Responsible of coordinating any necessary procedure among different departments to ensure the orders are processed or to ensure the correct way of follow any procedure.
Laboratory Organization for Rosemount :