Product Support Specialist – II, SBU T&L
Location Lutz, Florida Publicatiedatum February 24, 2025 Job ID 18756Our Opening and Your Responsibilities
Role/Purpose:
This role will have primary responsibility for the America’s Region for technical and post-sales support, for Mettler Toledo's Dynamic Weighing and Systems product portfolio and applications. This role will work closely with other members of the Global Product Support team members, Research & Development Engineers, and Global Product Managers to provide essential post- and after-sales support of assigned products to field engineers. The Product Support Specialist II position will be at the T&L AM Regional Competency Center, located in Lutz, FL, USA.
Essential Duties and Responsibilities include the following:
Product Technical Support
- Provide ongoing technical support for assigned product families including:
- Utilize the Global IND HelpDesk/phone to provide technical support for internal and external stakeholders.
- Maintain the regional technical support library and global FAQ knowledgebase.
- Communication of technical issues, quality, and defects to respective stakeholders.
- Maintain the dynamic weighing and system components in the AM Regional Competency Center (Lutz, FL).
- Provide on-site customer/partner support in cases of escalations within the Go-to-Gemba rules.
- Aid with trade show activities (demo kits, booth support, etc.).
Product Training
- Create training materials to develop a strong global service training platform.
- Lead product-focused training.
- Define and coordinate global training activities with internal and external stakeholders
- Adapt content to the needs of regional markets (for customers, partners, and service technicians).
- Provide on-site training, eDemos, and remote training to customers and country service organizations .
Quality & Logistics
- Support regional quality issues (only external complaints) for Product Development, Launch & Phase-out of assigned products.
- Validate issues by devising tests to prove or disprove reported issues.
- Assist Global Product Manager(s) and direct/indirect service organizations with the service plan of new products.
What You Need to Succeed
Required Knowledge, Skills, and Abilities:
- Ability to act in a self-motivated approach to quickly define problems, collect data, establish facts, and draw valid conclusions
- Ability to interpret and/or prepare an extensive variety of technical instructions in diagram or text form
- Ability to deal with several abstract and concrete variables while driving to the generation of a range of possible solutions / strategies
- Ability to work in a team environment for training sessions with multiple trainers
- Must possess a good business sense and ability to reach conclusions
- Make sound decisions with sometimes ambiguous information
- Good technical aptitude to quickly learn our market applications and solutions
- Capable of managing competing priorities and projects.
- Equally comfortable and effective working individually, as part of a team, or as part of a geographically separated team
- Strong communication interface capabilities (Serial, TCP/IP, PLC, Web based, etc.)
- Directing, editing and/or production of short informative videos is a plus. (OBS a plus)
- Ability to understand complex systems with multiple interfaces including data merging
- Strong organizational skills with the proven ability to effectively manage multiple priorities
- Candidate should have experience in managing projects with different levels of stakeholders involved.
- Proficient with Microsoft Office, especially PowerPoint
- Clear, concise written and verbal English is required.
- Spanish language skills are desirable.
This position is considered safety sensitive and is subject to drug testing as permitted by law.
Minimum Education / Experience Required:
- Bachelor of Science in Engineering, or similar education with focus on electrical, computer science, mechanical or related technology field is preferred
and
- 3 - 5 years of relevant experience in a customer focused position involving technical knowledge of a company's products and service
Travel Requirements:
30-35% regional and international travel for service training seminars or introduction activities; transportation will be by commercial or personal means and will include economy class air travel; ability to obtain a passport with valid visas for entry into countries throughout the world Bachelor of Science or similar education with focus on electrical, computer science, mechanical or related technology field is preferred.
Our Offer to You
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Tuition reimbursement, employee wellness programs, plus other perks and discounts
- Parental and caregiver leave policies
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you’d like more information about your EEO rights as an applicant under the law, please click here.
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