Have you ever wondered how an airplane wing doesn’t break off during takeoff & landing? Or, how a cell phone is able to withstand impact forces if it falls to the ground? At Instron, we build mechanical testing systems that allow companies, engineers & scientists to test these and many other products from our everyday lives.
Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. Our customers use Instron’s products to test a wide range of materials such as metals, plastics, and composites within a diverse range of industries including biomedical, aerospace, electronics, and defense. Our systems can be found in quality control, research and development, and educational laboratories throughout the world.
What Will You Do?
In this role, your main responsibility will be to provide technical support/assistance and training on Instron products to our internal and external customers, including customers, internal personnel, and field service personnel. You will also interface with design teams and engineering to discuss current and in-development product designs and problem resolution. You will be responsible for representing global service in these cross-functional roles, ensuring supportability is included as an objective.
Principle Duties and Responsibilities:
- Provide remote technical assistance to customers and field service engineers on all Instron equipment and software-driven products, focusing on corrective actions and preventative measures.
- Assist in the training of field service engineers in the operation and maintenance of Instron products and equipment.
- Update, maintain, and utilize technical information found in globally shared locations, Service Management System (SMS), and Service WEB page.
- Maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue calls to a reasonable level, and account for daily work hours in the SMS.
- Work with cross-functional departments and engineering disciplines to address technical issues, process gaps, and other quality-based activities to maintain the high standard of Instron service and product.
What Will You Bring?
- Strong interpersonal skills necessary for dealing with internal and external customers and field service personnel over the telephone.
- Ability to multi-task, tracking multiple support issues, tasks, and projects.
- Self-motivated and able to work independently with minimal supervision.
- Positive attitude and team ethic.
- Knowledgeable and able to use a variety of hand tools and electronic equipment.
- Understanding of the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
- Natural ability to promote collaborative working environments.
- Active understanding of and commitment to customer satisfaction tenets.
- Technical degree.