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The Technical Support/Service Repair Technician is responsible for providing technical support assistance to customers over the phone or email also provides assessments and repairs to KPM brands instrumentation.

 

Territories:  Primarily North America with remote assistance to global accounts

 

Duties and Responsibilities:

  • Provides technical support via phone or email to customers.
  • Elevates customers requests for support to brand experts.
  • Documents all customer interactions with KPM provided program.
  • Performs instrument assessment to determine repairs and costs.
  • Completes all necessary repairs.
  • Performs all QC related testing prior to units return to field.
  • Ensure inventory accuracy for units and parts.
  • Maintains and up to date log of all units and their status.
  • Works with engineering department to resolve technical issues.
  • Works with sales and services to resolve technical issues.
  • Management of customer goods returned for repair (receiving & shipping).
  • Provide timely documentation as required.
  • Performs on site repairs and training as needed.
  • Provide metrics as requested by KPM management. 

Experience: 

  • Technical Support experience(phone, email).
  • Experience using NIR instrumentation in the food or agriculture industries a plus.
  • Service experience with pc boards and/or electronics.
  • 2 years’ experience in Field support or related industry preferred.

Education:

  • High School diploma/some college
  • Associates or Bachelor’s Degree in area of specialty; or related experience

Traits/Skills:

  • Skilled with repairing, troubleshooting, installing and equipment maintenance.
  • Electronic boards, circuits repair and replacement.
  • Makes systematic comparison of two or more alternatives. Notices discrepancies and inconsistencies in available information. Approaches a complex task or problem by breaking it down.
  • Rapid learning and application of new information.
  • Exerts unusual effort overtime to achieve a goal.
  • Listens and responds constructively to other’s ideas. Offers support for others’ ideas and proposals. Shares his/her expertise with others.
  • Ability to read/interpret technical diagrams (instrument components)
  • Knowledge of principles and processes for providing customer service.
  • Word, Excel, PowerPoint proficiency.
  • Establish positive interpersonal relations and effectively interact with people.
  • Work with multiple tasks at the same time.
  • Work under pressure and with minimal supervision.
  • Make decisions and good judgments of special situations.
  • Great organizational skills.
  • Ability to plan and execute schedules.
  • Ability to travel 30% time.

Work Environment:

  • Location:  Westborough, MA
  • 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 close vision requirements due to computer work
  • Light to moderate lifting is required
  • Typical onsite activities will be in factories, chemical laboratories, and universities where personal protective equipment (PPE) may be required.
  • Ability to uphold the stress of traveling
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Technical Support/Service Repair Technician

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