Field Support Engineer

POSITION SUMMARY

KPM Analytics Field Support Engineers are part of a highly-skilled customer-facing team providing technical support to KPM customers in the food & beverage, agricultural, clinical, and industrial markets. This position is critical in providing best-of-class customer support through installation & training, calibration, maintenance, and upgrading our broad portfolio of products. The position provides both in-field and phone support to customers. 

Territories: Europe

Duties and Responsibilities: 

• Perform installation & training on new instruments, preventive maintenance, and repair activities at customer sites. 
• Provide technical direction and support to customers on the proper use of KPM products through multiple communication channels (phone, email, chat, etc.) 
• Maintain professional interaction with customers while working on critical issues 
• Serve as primary contact with KPM customers for remote troubleshooting, which requires strong communication skills. 
• Ensure all technical issues are documented and solutions implemented through following established policies and procedures. 
• Manage all customer and case information in Salesforce, maintaining adequate support documentation as required. 
• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification. 
• Prepare weekly and monthly field report summaries. 
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources. 
• Continuous learning is a way of life, position is expected to learn and retain knowledge to deliver service across different KPM product brands. 
• Liaise with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and re-designing processes.
  

‍Experience:

• 2+ years of debugging complex electro-mechanical products and assemblies 
• 2+ years of experience in Field support or related field, electronics experience

Education:

AS or BS, electrical engineering preferred.

Traits/Skills required:

• Develop and nurture strong relationships with KPM customers. 
• Skilled with repairing, troubleshooting, installing, and equipment maintenance. 
• Rapid learning and application of new information. 
• Strong knowledge of electronic boards, circuits repair, and replacement. 
• Approach complex tasks and problems by breaking them down. Systematically compare multiple alternatives. Notices discrepancies and inconsistencies in available information. 
• Excellent written and verbal communication skills. 
• Ability to read/interpret technical diagrams (instrument components). 
• Ability to multi-task, under pressure with minimal supervision. 
• Make decisions and good judgments of special situations. 
• Great organizational skills. 
• Ability to plan and execute travel/customer schedules. 
• Ability to lift/carry 30 kilos. 
• Ability to perform service-related tasks on a ladder (parts removal/installation) at heights between 3-10m. 
• Knowledge of principles and processes for providing high-quality customer service. 
• Word, Excel, PowerPoint proficiency. 
• Fluency in English necessary; Multi-lingual in German, French, or Polish desired 
• 75% travel expected, with occasional international travel outside the EU

Work Environment:

Location:  Europe, Germany, France or Poland region preferred. Typical onsite activities will be in factories, chemical laboratories, and universities where personal protective equipment (PPE) may be required.