Technical Support Engineer (North America)

Summary

KPM Analytics Technical SupportEngineer, North America is 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 vision equipment. Position provides both in-field and phone support to customers. 

Territory

North America

Duties and Responsibilities

• Serve as primary contact with KPM customers for remote troubleshooting, requires effective communication skills. 
• Integrating with both Sightline and EyePro brands, manage Salesforce cases related to all Vision Inspection Systems products. 
• Provide technical direction and support to customers on proper use of Inspection Systems products through multiple communication channels (phone, email, chat, etc.) 
• Provide on-site support to clients in need of calibration and system setup. 
• Maintain professional interaction with customers while working on critical issues. 
• 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. 
• Pre-sales support for Vision Inspection Systems using demo equipment. 
• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification. 
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources. 
• Consult with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and redesigning processes.

Experience

• 2+ years of experience in a customer support, technical support role or equivalent 

Education

• BS, Mechanical or Mechatronics Engineering, Computer Science degrees will be considered. 

Traits/Skills required

• Develop and nurture strong relationships with KPM customers. 
• Rapid learning and application of latest information. 
• Approach complex tasks and problems by breaking them down, systematically compare multiple alternatives and be able to notice discrepancies and inconsistencies in available information. 
• Ability to multi-task, under pressure with minimal supervision. 
• Comfortable with mechanical and electrical equipment 
• Strong troubleshooting and critical thinking skills 
• Make decisions and good judgments of special situations. 
• Great organizational skills. 
• Excellent verbal and written communication skills 
• Ability to plan and execute travel/customer schedules. 
• Knowledge of principles and processes for providing high-quality customer service. 
• Word, Excel, PowerPoint proficiency. 
• Fluency in English necessary; Multi-lingual is a plus. 
• 30% travel expected, primarily within North America 
• Valid passport and ability to travel internationally. 
• Experience with vision or optical components is a plus. 

Work Environment

Location: Ottawa, Canada 

• Position located at the Sightline facility in Ottawa, Canada 
• Onsite activities will be in bakeries and other food processing facilities where personal protective equipment (PPE) will be required. 
• While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation. 
• Specific vision abilities required by this job include vision requirements. 
• Ability to lift/carry 30 kilos.