SUMMARY:

This position supports the efforts of the Aftersales Technical Services Group (ATSG) by promoting quality customer relations through the use of technical knowledge of Una-Dyn systems, to service its equipment at customer’s plants. This includes troubleshooting and diagnosing equipment problems, utilizing technical skill to provide precise solutions to problems with Una-Dyn equipment, maintaining proper documentation and engaging in effective communication between Una-Dyn and its customer(s).

ROLE AND RESPONSIBILITIES

• Travels worldwide to customer sites/plants to provide service and customer support for Una-Dyn/Piovan products.
• Communicates mission description with Manager, Helpdesk Support and customer to determine needs, timing, contacts, and schedule demands.
• Troubleshoots and correctly diagnoses problems to address complaints. Fine-tune and bring about successful and optimal operation.
• Performs maintenance on Una-Dyn/Piovan equipment as required per project scope; Installs parts and performs mechanical, electrical controls circuit and pneumatic troubleshooting, as well as hydraulic and process piping, maintenance or installations.
•  Provides training on the correct and effective use of Una-Dyn/Piovan systems at customer’s site(s), off-site(s) and occasionally at the “Factory”.
•  Documents (in writing) problems found, field work performed, required future customer responsibilities, and required follow up.
• ·Attends training sessions on new equipment and provides input for development of user manuals for new equipment.
• Provides quality customer service and knowledgeable assistance on technical aspects of each job; 
• · Communicates and consults with factory personnel to obtain technical support, and parts per job scope; 
• · Promotes service contracts to customers within established/communicated departmental goals. 
• · Provides support when on-site at Una-Dyn facility by performing wiring, general assembly, machine check-out and testing whenever required; 
• · Submits accurate project expense reports within deadline (as determined by the SOP) for invoicing purposes;
•  · Uses discretion to issue credit for non-returned parts; Determines whether invoices are to be issued as warranty (no charge) or are to be billed; 
• · Arranges travel plans in accordance with existing SOP and Technical Support Manager direction; 
• · Correctly interprets and communicates customer needs; ·
•  Ensures customers have sufficient information (i.e., drawings, manuals, documentation) to facilitate a successful installation and operation.

Qualifications:

• · High School Diploma/ GED
• · Technical/mechanical diplomas/certificates
• · Three to five years’ experience installing parts and performing mechanical, electrical, pneumatic troubleshooting and hydraulic and process piping installations. (1Job-related-experience (JRE) in installing parts and performing mechanical, electrical, pneumatic troubleshooting and hydraulic and process piping installations can be substituted for education).
• · Ability to work flexible shifts and adapt to changing work schedules, with frequent travel.
• · Must live within one hour of a major metropolitan airport