Summary
Investigates and resolves customer reports of technical problems with equipment, and eliminates future operational or service difficulties by performing the following duties. Includes QC, of equipment prior to shipping. Tests and inspects products at various stages of production process and compiles and evaluates statistical data to determine and maintain quality and reliability of products

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Reviews equipment performance reports and documentation from customers and field representatives, and inspects malfunctioning or damaged product to determine nature and scope of problem.

Assists customers, via telephone, fax, e-mail, and letter, with equipment problems. Analyzes and reviews inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action. Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommends modifications to eliminate future problems.

Coordinates problem resolution with engineering, customer service, management, and or other personnel to expedite repairs.

Maintains records of equipment performance reports.

Develops service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of product.

Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.

Interprets engineering drawings, schematic diagrams, or formulas and confers with management or engineering staff to determine quality and reliability standards.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
Associate Degree (AA) or higher from a college or university, or U.S. Military Technical Training; plus minimum of two years of experience in customer technical service and repair experience.

Language Skills
Ability to read, analyze, and interpret, in the English Language, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write the following in the English Language: reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to read and understand the U.S. Measuring system in fractions and decimals. Ability to read and understand the Metric system.

Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills
Basic skills in data entry and word processing using Microsoft Word and Excel. Minimum typing skills of 30 words per minute accurately using all fingers.

Physical Demands
The physical demands described here 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 frequently required to stand; sit; reach with hands and arms and talk or hear. The employee is occasionally required to walk; climb or balance, stoop, kneel, crouch, and push or pull. The employee will infrequently lift and/or move up to 30 pounds. The employee must occasionally lift and/or move 30 pounds or less. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing 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 frequently exposed to moving mechanical parts; fumes or airborne particles, risk of electrical shock and vibration. The noise level in the work environment varies from quiet office to noisy test area and occasional loud outdoor environment.

Required to wear protective apparel such as safety glasses, hardhat, lab coats, hearing protection, and respirators as appropriate for safety when not in the general office area.

Travel Requirements
On occasion, the employee must travel worldwide to customer sites to supervise installation, test equipment, repair equipment, train customers, and commission new systems. The work environment characteristics during travel can vary from Oil Platforms, Commercial Ships, Pleasure Craft, and Land sites such as Hotels. The environment will vary applicable to all parts of the World. The employee must have a valid Passport allowing worldwide travel, within the countries accepted by the State Department of the United States.