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.
Technical Support Engineer (North America)
Additional Open Positions
At KPM, our most valuable resource is our people – with a diversity of backgrounds, ideas, and life experiences. We hire smart, creative, collaborative professionals who are always learning and sharing knowledge with the team. You bring the skills and a customer-first mentality, and we’ll bring the environment you need to be successful. Join our growing team today!
