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Engineering Technician - Product Support

Location : Maspeth NY US 11378
Job Type : Direct
Reference Code : 18932-JF1
Compensation : 50000.00 - 55000.00 USD/YEAR
Hours : Full Time
Required Years of Experience : 2
Travel : No
Relocation : No
Job Industry : Engineering

Job Description :

  • Permanent position for an Engineering Technician for product support to develop and maintain technical customer service proficiency in Industrial Boiler Departments. 

  • Support technical inquiries in a prompt, accurate manner. 

  • Actively gain product knowledge, internal and external relationships as required.

  • Communicate with customers, representatives or service technicians via telephone and email concerning product and service issues.  

  • Share technical & customer services information with applicable team members and Engineering, as required.

  • Maintain technical customer support interaction with designated personnel in NY and CA.

  • Recommend and assist in development of  procedures (technical, not IT) for website to improve Technical Service

  • Input customer, technical data, and service call reports into company CRM program.

  • Provide engineering with data on parts and products as required for improvements, corrective action, upgrades, cost reduction, performance optimization .etc.

  • Support field service organizations for Industrial Boiler products with training and seminars.  Assist Technical Service team in developing the network as required for effective coverage in the US and Canada.  

  • Participate in the RMA product returns procedure to insure customer satisfaction, product quality and warranty expectations are met.

  • Occasional domestic travel to repair equipment in the field.

  • Provide laboratory support to Engineering as required.  This may be as much as 100% of time during slow seasonal periods.

  • Provide engineering with information on field installation, usage and maintenance of prototypes, first articles, production parts and products.

  • Monitor and report on beta testing.

  • Review technical literature for accuracy and efficacy.

Required Qualifications :

  • Minimum 2 years experience in a technical customer support role.

  • Electrical and mechanical product experience, including multimeter equipment, basic electrical and plumbing knowledge.

  • Hands on electrical and mechanical troubleshooting experience.

  • Works with heavy equipment and hand tools.  Ability to lift up to 50 lbs.

  • Required wearing safety glasses and utilizing other safety equipment as required.

Contact: John Forsatz

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