• SUEZ - Water Technologies & Solutions
  • Boulder , CO
  • Customer Service/Call Center
  • Full-Time
  • 670 Logan Mill Rd

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WE'RE LOOKING FOR Technical Service Associate

Employment type Regular / Permanent
6060 Spine Road
Boulder, COLORADO, 80301-3687
United States

Reference Number req8127

Who we are? With 90,000 people on five continents, SUEZ is a world leader in smart and sustainable resource management. We provide water and waste management solutions that enable cities and industries optimize their resource management and strengthen their environmental and economic performances.
SUEZ Water Technologies & Solutions looks for innovation everywhere. For more than 100 years, SUEZ has been at the forefront of innovation, from the SUEZ Canal to addressing water scarcity. Finding solutions to the world's biggest problems has never been more important than right now. Join us today and become an essential part of the Resource Revolution!
Who are we looking for?


* Bachelor's degree in chemistry, chemical engineering, or other science/technical discipline (or at least a High School Diploma/GED and at least 6 years of relevant technical service/support work experience)

* 2 years of relevant technical service/support work experience.

Skills and Abilities

* Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.

* Strong written and verbal communication skills are mandatory. Excellent telephone mannerisms critical to success in this position. The majority of customer contact will be via telephone.

* Must be customer service oriented and believe in teamwork, collaboration, adaptability, and initiative. Championing attitude regarding customer follow up. Must respond with urgency to customer concerns.

* Must be able to develop and maintain positive relationships with customers.

* Proficient with Microsoft Word and Excel.

* Comfortable interacting directly with customers to achieve customer satisfaction. Prompt, responsive, responsible and friendly approach to customer problems important.

* Ability to effectively prioritize multiple tasks.

* Knowledge of automation control signals (i.e. MODBUS, Profibus, analog signals)

* Knowledge of cGMP, GLP, ISO, and Pharmaceutical Regulations preferred.

* Must be able to perform \"on-call\" after hours technical service phone support.

* Preferred Bi-lingual (Spanish, French, German, Chinese)

Working Environment and Physical Demands

The working environment and physical demands described here, as well as the essential functions and responsibilities noted above, are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use:

* Computer system data terminal

* Quiet production environment utilizing Lean Manufacturing Principle

* Ability to lift and carry objects weighing up to 30 pounds

* Hands to finger, handle, or feel small parts and tools

* Reach with hands and arms, below and above shoulder height

* Stand, sit, stoop, kneel, crouch, or crawl

* Talk and hear

* Regularly lift and/or move up to 20 pounds. Frequently lift and/or move up to 30 pounds

* Close vision, color vision, depth perception, and ability to adjust focus

What will you be doing? As the technical Service Associate, you will be responsible for providing excellent technical product support for the Sievers? Brand Analyzers and Sensors via phone and email to product end users. This position involves heavy customer interaction for technical product support, application support, repairs, repair material authorization, purchase order collection, and general inquiries. Additional support for internal asset instruments and occasional onsite customer support calls less than 10%.

Essential Functions/Responsibilities

The Aftermarket technical services team is a global support and operations team that leverages extensive domain expertise and experience to provide a positive customer partnership and experience for our customers.

Create value to the customer:

* Providing expert level technical product support, including instrument, software, and application troubleshooting.

* Accurately logging all customer interaction with the CRM and identifying all associated failure modes for quality reporting.

* Manage internal and external customer inquiries about product features and capabilities.

* Assist in collecting payment information and generating shipping and billing paperwork

Innovate meaningful solutions to critical customer problems:

* Engaging cross-functional teams to identify and resolve product discrepancies.

* Contributing to the development of internal products, serving as the voice of the customer in identifying product enhancements and making sure new products launch with customer usability in mind.

* Performing diagnostics testing, enacting repairs, performing test and calibration routines on the instruments to which assigned, observing all applicable safety procedures.

* Occasional refurbishment of complex parts, assemblies, and instrumentation.

* Accurately accounting for all inventory transactions associated with the repair process.

Deliver an exceptional customer experience:

* Communicate effectively both verbally and written to reflect observations, recommendations, and action plans

* Accurately logging all customer interaction with the CRM and identifying all associated failure modes for quality reporting.

* Coordinating with sales when an opportunity or conflict to Analytical Instruments is identified.

* Actively follow up with customers to ensure issues are resolved and the customers are satisfied.

* Generating customer deliverables, i.e. repair letters, calibration certificates, etc.

* Collaborate with sales when an opportunity or conflict to Analytical Instruments is identified.

Compensation: Period 0.00 - 0.00 USD
Is relocation for this position offered: No
Number of Job Openings: 1
Company Grade/Band: Other Salaried

SUEZ's Water Technologies and Solutions (SWTS) offers a great work environment, professional development, challenging careers, and competitive compensation.
WTS is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Associated topics: desktop, front desk, help, information technology, information technology support, pc, service, technical, technician i, technology

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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