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Duties and Responsibilities:

Service:

• Conducts on-site/in-house repairs, upgrades, installation, training, troubleshooting assistance
• Perform service agreement maintenance as scheduled.
• Provide inputs and detailed analysis to proactively help identify emergent product issues in field.
• Perform administrative functions; such as safety plans, risk assessments, method statements, site inspection reports, technical reports, materials requisitions, customer reports, time sheet and T&L expenses
• Coordinate with customer and internal functional teams to ensure part shipments, wiring/document/software changes are managed in a timely manner.
• Provide technical support to customers/channel partners via telephone, email, or other varying forms of communication to address inquires, concerns, and provide feedback in a timely manner.
• Provide product demonstrations to customers personally and/ or coordinate efforts with technical departments.
• Maintain up to date customer install base information.
• Willingness to be available to respond to out-of-hours calls on a shift rotation basis as required
• All other reasonable duties, as assigned.

EHS & Compliance

• Ensure they work in a safe manner at all times when delivering company objectives and comply with internal, legislative and customer EHS requirements and policies.
• Ensure compliance with Uson policies when maintaining and developing relationships with customers.

Commercial:

• Understand the commercial agreement at each assigned customer site and ensure the Service Manager is made aware of any customer requested scope change or over consumption to maintain profitability.
• Work with the Service Manager to ensure that the Revenue, profitability and productivity goals are met.
• Identify opportunities for service contracts, conversions, modifications and upgrades to the Service Manager, whether its equipment, maintenance, application, interface, training, analytical services or increased scope of supply.
• Communicate special developments, market and regulatory changes information, product requests, and feedback gathered through field activity to management.

Requirements:

• GCSE’s in English, Math and a Science, with further education in an engineering discipline. (A relevant role in a B2B engineering environment, or relevant experience would be a suitable substitute).
• Experience in managing customer issues
• Experience in repair or maintenance of equipment.
• Must be well organized and have good written and oral communication to include accurate and legible documentation skills.
• Must possess an unwavering dedication to customer service and support.
• Ability to work in a team but maintain independent work skills; be a self-starter and possess a strong work ethic.
• Proficient in Microsoft Applications to include but not limited to; Word, Excel, Outlook and Power Point.
• Ability to multi-task and prioritize detailed work on multiple, concurrent tasks, with frequent interruptions.

Ability to convey customer requirements to accurate quotation documents

PLC and interface experience, .

Prior pneumatics,

• Great level of reliability and accountability as many functions of the role are subject to stringent or changing deadlines.
• Experience with Salesforce a plus
• Strong project management skills to manage scope, time, resources and risk.

Goals

Support all service activity to meet or exceed the annual performance goals and objectives set in the following measures:

• EHS & Compliance
• Financials
• Product & Field Support Execution
• Customer Satisfaction

Support

In addition to support from the local office, the job holder has full access and support of the US office to include, and not limited to, manufacturing, service, technical support as needed to ensure the success of the UK operations.

Physical Requirements:

• Ability to hear and verbally exchange ideas and information with the public, staff and others on the phone and in the office.
• This position will frequently be required to sit, stand, and walk ( Below based on work time):
• This position must frequently lift and/or move up to 25 pounds and occasionally lift or move up to 75 pounds.
• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• Use finger dexterity to operate a computer and other office equipment and hand strength to grasp files and other objects.
• May require the ability to climb stairs, to kneel and/or crouch to retrieve equipment and other items.

Work Environment:

Essential duties of this classification are performed in an office, Cleanroom or factory environments with high travel via car or plane. These work environments may include frequent interruptions and a high level of contact with staff, other members of management, customers, vendors, and off-site employees/locations.

Travel:

90% - High – Work requires significant travel to domestic customer base in UK, Ireland and rest of Europe as needed. This requires possession of a valid passport and driver’s license.

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.