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.
Job Description
What Will You Do?
In this role, your main responsibility will be to provide technical support/assistance and support of training on Instron products to our internal and external customers; i.e. customers, internal personnel and field service personnel. In addition, this person will interface with design teams and engineering to discuss current and in development product designs and problem resolution. This person will be responsible for representing global service in these cross functional roles ensuring supportability is included as an objective.
Principal Duties and Responsibilities:
- Provides remote technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products. This includes domestic and international with focus on corrective actions and preventative measures.
- Assists in the training of field service engineers in operation and maintenance of Instron products and equipment.
- Responsible for updating, maintaining, and using the technical information found in globally shared locations, Service Management System (SMS) and Service WEB page.
- Required to maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the SMS.
- Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality based activities to maintain the high standard which is Instron service and product.
Qualifications
What Will You Bring?
- Strong interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
- Ability to multi-task. This will involve tracking multiple support issues, tasks and projects.
- Self-motivated and can work independently with a minimum of supervision.
- Present a good attitude and team ethic.
- Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
- Understand the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
- Natural abilities to promote collaborative working environments.
- Actively understands and embraces customer satisfaction tenets.
Additional Information
Take this opportunity to join a successful team where you can make an immediate impact. We offer:
- Competitive pay
- Medical (multiple options), vision and dental insurance
- Company provided life insurance and both short- and long-term disability
- 401(k) retirement savings with a company match
- Parental leave and adoption assistance
- 3:1 match for charitable donations