Summary |
The Industrial Support Specialist/Engineer is a key contact for internal and external customers, providing technical assistance and managing support cases to resolution for Aqua-Aerobic equipment. This role supports urgent service needs, ensures accurate issue tracking, and actively participates in continuous improvement initiatives. |
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ESSENTIAL DUTIES AND RESPONSIBILITIES |
Results Focus / Execution- Responds promptly and professionally to customer technical inquiries.
- Maintains communication with customers and internal teams until concerns are resolved.
- Accurately logs all service cases and actions in call logs and internal databases in real time.
- Participates in after-hours phone support rotation with the service team.
- Supports emergency and after-hours technical issues in coordination with Field Service.
Problem Solving / Decision Making- Troubleshoots electrical, mechanical, and programming-related problems using technical documentation.
- Coordinates with internal cross-functional teams to assist customers in resolving technical concerns.
- Manages and processes incident reports and warranty claims; completes root cause analysis.
- Coordinates and evaluates RMAs returned by customers.
Planning & Organizing- Prioritizes support cases and manages workload to meet response time expectations.
- Maintains and calibrates test equipment to support service quality.
- Supports timely updates and closure of escalated concerns and service cases.
Continuous Improvement- Submits improvement suggestions through the Engineering Change Request (ECR) process.
- Collaborates with the Service Leadership Team on departmental projects and process enhancements.
- Participates in team cross-training and shares insights to improve efficiency and service delivery.
Communication- Maintains clear and professional communication with customers, field technicians, and internal departments.
- Provides consistent documentation to support service activity tracking and reporting.
Collaboration- Works closely with Field Service, Engineering, and Project Management to coordinate support and ensure customer satisfaction.
- Shares responsibilities with team members to capitalize on each person’s area of expertise.
Job Knowledge- Applies technical understanding of Aqua-Aerobic systems and equipment.
- Uses electrical, mechanical, and programming documentation effectively to resolve customer issues.
- Continuously builds technical proficiency and supports knowledge sharing across the team.
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knowledge, skills and abilities |
Must be computer literate and have familiarity with MS office software. Must have proficient typing skills and the ability to operate a calculator, copy machine. General Knowledge of PLC, electrical, mechanical and hydraulic systems. Must be able to travel local 20% of the time. Out of state and overnights are possible 5% of the time. |
SUPERVISORY RESPONSIBILITIES |
None |
WORK ENVIRONMENT |
- Office-based environment with moderate noise (printers, phones, computers)
- Shared team responsibilities; cross-training is encouraged to enhance flexibility and expertise
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Minimum qualifications |
- Minimum of 5 years of experience in technical support or related field service work
- Demonstrated troubleshooting ability with AC electrical systems and general mechanical systems
- Familiarity with wastewater treatment systems strongly preferred
- Proficiency in Microsoft Office and use of databases; ability to log and track service activity
- Associates degree or equivalent in a technical field preferred
- Ability to travel occasionally (local 20%, overnight 5%)
- Biology or process understanding is a plus
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CUSTOMERS |
Internal - 15% External - 85% Operators – 65% Reps – 5% Contractor/Project Managers – 20% Engineers - 10% |