Job Purpose
To carry out on-site installation, commissioning, calibration, and annual servicing of new and existing PCS equipment at customer sites across the United States and ensuring high levels of customer satisfaction and technical excellence.
Main Accountabilities
Install, commission, and calibrate PCS instruments at customer sites.
Provide on-site training to customers on equipment operation.
Perform scheduled service visits and full calibration of existing equipment.
Coordinate installation and service visits with customers.
Prepare and distribute pre-installation documentation.
Plan and book business travel in accordance with company policy.
Record all service and installation activities in the CRM system.
Issue service and calibration certificates after completion.
Conduct follow-up with customers approximately three months post-installation.
Provide feedback internally on customer experience and product performance.
Support equipment testing, setup, and packing as required.
Assist with new and existing product testing.
Support other business activities as needed.
Strong problem solving and fault-finding skills which will facilitate timely repairs to be undertaken on electro-mechanical systems.
Compiling reports and in-depth analysis linked to repairs.
Working knowledge of electronic
equipment covering both digital and
analogue circuitry.
Ability to troubleshoot and diagnose problems quickly and accurately.
Willingness to travel frequently and adapt to different working environments and conditions.
Strong communication skills. The ability to solve problems and work independently is required.
Knowledge, Skills and Experience Required
Fluent, professional level spoken and written English with strong communication skills.
Strong commitment to customer service excellence.
Proven technical troubleshooting and diagnostic skills.
High attention to detail and precision.
Experience with laboratory or benchtop equipment installation and calibration.
Specific training will be provided on the equipment with ongoing support from the factory.
Bachelor’s degree in mechanical engineering, Electrical Engineering, or related field preferred.
Strong PC skills including Microsoft Office, ERP and CRM systems.
Excellent planning, organization, and problem-solving abilities.
Ability to clearly explain technical concepts to non-technical users.
Valid U.S. driver’s license.
Passport holder to allow occasional travel outside of the USA.
Practical Requirements
Ability and willingness to travel, on occasion at short notice, for a total period of approximately 26 weeks per annum (50% of time). Hours of work are those required by the job and occasional evenings and weekend work may be necessary but are expected to be 35 hrs per week.
Location can be flexible with East Coast strongly preferred and must be willing to travel to Boston area for meetings.