Technical Support Specialist

Technical Support Specialist (Instrumentation)

Position title: Technical Support Specialist (Instrumentation)

Reports to: Senior Manager, Technical Support

Department: Technical Support

Location: Fort Collins, Colorado

*This is not an IT Help Desk role. We are looking for manufacturing and production equipment background.

General Description

Why In-Situ?

In-Situ® Inc. is a leading manufacturer of innovative environmental monitoring equipment that protects our global water resources. We create industry-leading products and solutions focusing on creative design, high reliability, and world-class manufacturing.

We are seeking a talented individual who is passionate about educating and helping customers. You would be joining a team that is passionate about the environment and has fun while making a difference. We work hard and care for our customers first. Not only does In-Situ provide an attractive offering to our customers, we also place high value on engagement in our community, environmental projects, employee wellness and creating an open and fun work environment.

Primary Responsibilities

• Lead Technical Support execution (phone inbound/outbound, emails, chats, etc.) on resolving customer issues and perform at the Tier 2 level.
• Teamwork with other tech support team members to drive efficient world-class tech support to our customers in the Americas and worldwide.
• Escalate and solicit help from other departments as needed to maintain customer satisfaction.
• Lead key account and product issue escalations including working with engineering to help drive to root cause and communicate back to team on resolution and actions.
• Responsible for handling customer calls, web chats and emails regarding technical support, instrument installation, data interpretation and instrumentation issues.
• Maintain customer databases with current information including entering customer information into Service database for returns.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Support Regional and International Sales Managers and Distributors regarding demonstration equipment, specifications and applications.
• Develop and communicate Technical & Application notes for sales, service and distributors
• Travel to customer premises to resolve problems or install new equipment
• Troubleshoot and assist customers with remote installation and setup of environmental monitoring systems.
• Represent In-Situ Inc. at regional and national trade shows as needed
• Participate in company meetings, training programs, and continuous improvement efforts

Minimum Qualification Requirements

• Work experience in customer service area and/or equivalent college degree or vocational training or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
• Background in instrumentation support highly desired
• Strong background in engineering, chemistry, limnology, stream ecology, and/or hydrogeology, environmental chemistry, regulatory compliance, wastewater treatment, aquaculture, or oceanography highly desired.
• Strong inter-personal communications skills. Must have ability to negotiate with customer regarding compromise solutions to problems that serve the needs of the company and the customer.
• Ability to build and maintain relationships throughout the company to be able to effectively engage other departments to drive resolution on issues
• Ability to provide input to new product development and define customer needs.
• Experience with PC’s with an emphasis on spreadsheet, word processing and database entry.
• Basic operational knowledge of electrical/electronic equipment.
• Able to read and understand technical reports.
• Able to understand, interpret and manipulate ground and surface water data. Must be able to learn commercial software programs for data analysis.
• English fluency required
• Spanish or other additional language fluency desired
• Basic understanding of computer programming desired

Educational and Experience

• BS/BA Degree in a technical discipline, preferred
• 2 years of experience in a direct Technical Service or Support role, preferred
• Experience working with international customers a plus

Working Environment/Physical Conditions

• Computer system data terminal
• Normal office environment and minimum physical activity
• Some travel to domestic and international locations – estimated at less than 25%

Total Rewards

Compensation: Compensation will be commensurate with the applicant's education, experience, knowledge, skills, and abilities, as well as alignment with market data and internal comps.

Salary Range: $55,000-80,000 per year.

Additional Compensation: Participation in a Company-sponsored variable compensation plan.

Benefits Available: Health, Dental, and Vision Insurance, 401(k) matching, Short and Long-Term Disability, Group Life/AD&D Insurance, Employee Assistance Program, Will and Trust Preparation Services, Travel Assistance Services, 10 paid holidays per year (set by the company), 20 days FTO (Flexible Time Off) accrued evenly throughout the year and other ancillary benefits.

Voluntary Benefits: Life, AD&D, Pet Insurance, Identity Theft Protection, Legal Services, FSA for Dependent Care, Health Savings Account, and other Supplemental Options.

Additional Benefits: Paid Parental Leave, Continuing Education, Dependent Care, and Wellness Reimbursements.

In-Situ Inc. builds world-class environmental monitoring instruments ... and world-class careers!

• Please apply at https://in-situ.com/about/careers/ if the above qualifications are met.
• Please, no phone calls about this job.
• Principals only. Recruiters, please do not contact this job poster.
• Please do not contact the job poster about other services, products, or commercial interests.

All qualified applicants will receive consideration for employment without regard to age over 40, genetic information, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

In-Situ is an Equal Opportunity Employer