Customer support manager Jobs in Dermbach

Role Summary :

The Field Service Engineering Specialist (for Electric Actuation & Digital Products) is a customer facing extension of the Flowserve digital products and automation engineering team. This engineer will support electric actuation activities for all digital products which interact with third party host control systems. He / She will service, troubleshoot, and commission customer network installations. The engineer has a strong understanding and working capability with specific network protocols, including HART, Foundation Fieldbus, Profibus (possibly Modbus, Bitbus or others.) and connectivity / interoperability with host systems such as ABB, Emerson, Honeywell, Invensys, Rockwell, Siemens, Yokogowa etc. via wired and wireless protocols and technologies.

This person can be located anywhere in the US or Europe. The job requires travel as necessary (up to 50%), even internationally. Must live close to a major airport.

The Field Service Engineer is a critical role for ensuring customer satisfaction and keeping them at ease in times of trouble shooting and problem resolution and most of this role includes direct communication with the customer face to face, phone calls, Webex meetings, etc.

Responsibilities Include :

• The Engineer will combine technical knowledge with relationship skills to execute defined global strategies, such as Red Raven and VALVESIGHT aimed at increasing profitability among products within FCD’s Service and solutions Group. Additionally, the Engineer will support Product Management, on technical tasks related to key elements of Product Development (PD), Technology Development.
• Services activities provided will consist of; utilization of FLS diagnostics capability in trouble shooting, analysis, inspection, compatibility issues between FLS digital products and customers control systems (DCS, SIS, PLC). A strong and experienced background in triaging instrument performance and connectivity to host control or asset management systems. This includes the main communication protocols in the process control industry. (HART, Foundation Field bus, Profibus, etc. and could include Bitbus and Modbus) Triaging will also include the electrical and mechanical side of the products to find, separate and isolate problems and prevent them from escalating inside the customer organization.
• A key part of this role is to train the end users and direct FLS support personal in network trouble shooting and commissioning. Using the right tools to resolve network and communication issues. Act as a mentor to internal and external associates.
• Regularly engage and include junior engineers in active field support cases, as well as provide regular dedicated training to build collective expertise within the product and network communication protocols.
• Helping customers conceptually design new applications, migrate from older technology, and upgrade from lower cost solutions in many industries including Oil & Gas, Power, Chemical, Water / Wastewater, and Mining.
• Providing external and internal technical assistance and recommendations on various aspects of digital network interoperability with Host control systems.
• Complete understanding of the use of diagnostic systems for predictive and preventative maintenance and what scripted diagnostics are illustrating.
• Augmenting sales and application engineering efforts by providing pre-sales digital control application assistance and problem solving with regards to spec reviews, take-offs, product selection, and preparing proof of concept demos. Support Commercial operations with technical clarifications on key projects and opportunities.
• Support our sales team efforts when needed including customer, sales channel training and technical support meetings. Making technical presentations and demonstrating how a digital product meets the client’s needs.
• Interacting directly with customers, as required, to ensure that the Voice of the Customer (VOC) is effectively communicated to the product management. Supporting and sharing competitor performance seen in the field and helping to establish competitive benchmarking efforts.
• Actively support a positive safety culture to reduce injuries and maintain a safe work environment.

Requirements :

Preferred Skills / Experience :

Flowserve offers competitive pay, annual bonuses, medical benefits on day 1, generous paid vacation time, paid holidays, 401(k) and many other excellent benefits!