Product Support Engineer FM&I presso undefined

Job Summary:  

The FM&I Product Support Engineer is the product expert for Flomec Meters & Instrumentation and Quantifi Fuel Management System (FMS) software and hardware. The role will provide North American distributors, OEMs, and end users with exceptional technical support on product, with a strong understanding of customer applications. This role must maintain current, in-depth product knowledge to effectively guide troubleshooting and resolve technical issues. Recommending products and utilizing accurate pricing tools and assisting with requests for quotes is required. Strong communication skills must be utilized across email, phone, and video conferencing. 

Product knowledge will span HARDWARE: flow meters and sensors, instrumentation, and fuel management components; SOFTWARE: flow meter configuration and multi-user / multi-equipment FMS.

 Job Details: 

• Product Selection: Ability to understand customer applications and flow measurement and/or management needs to recommend optimal product solutions during buying process, or to identify current setup issues and how to best correct them.
• Technical Support: Troubleshooting flow meters and Quantifi FMS software and products via phone, email, and video conferencing. Initiating warranty / return claims. Guiding “live” assistance for installation and setup.
• Product Recommendations and Pricing: Assist Sales with customer inquiries. Gather customer application requirements, select the best product solution, and provide accurate pricing and lead time information.
• Training: Possess in-depth knowledge of product portfolios to support the initial development and ongoing maintenance of internal and external training tools. 
• Processes: Conduct daily functions using company processes and tools, making recommendations for efficiency and improvement. Maintain current work instructions for role.
• Knowledge Base Input: Collaborate with Knowledge Base manager to provide new content and maintain existing product information designated for internal and/or external reference.
• Exceptional Service: Provide world-class service and support to channel partners, customers, and end users. Communicate clearly and promptly to sales opportunities, product questions, and product/service performance issues.
• Market Intel / Feedback: Document and highlight critical information gathered via distributor, OEM, and end user interactions to support business strategy and product development.
• Time Management and Organization: Prioritize daily tasks, customer requests, and business projects. Maintain a 6S work environment.
• Growth & Development: Possess the desire for continuous learning and development as needs of the business evolve, and product portfolio expands. This may involve attending trade shows and visiting with distributors, along with training other team members.
• Computer & Telephony Skills: Comfortable working with several digital tools to conduct daily tasks. Utilize Webex Contact Center for call and email communication. Own administrator role for FMS software. 
• Team Support: Work as a team player with co-workers and in conjunction with other departments. Provide back-up assistance to team members when needed.

 Job Qualifications:

Required

• Previous engineering or application support role with flow meter and/or fluid management, or similar industrial products.
• Engineering degree or currently pursuing. May substitute adequate product and industry experience.
• Familiarity with industrial channels.
• Strong computer skills, including experience with ERP system, Microsoft Suite (Word, Excel, SharePoint, Teams, OneDrive).
• Mechanical aptitude and willingness to learn specific application of GPI GPRO, FLOMEC products.
• Excellent customer service skills.
• Time management skills to balance changing priorities. 
• Positive attitude during peak customer demand.
• Must be at least 18 years of age with technical experience.  

Preferred

• Experience with or strong technical understanding of flow meter applications.
• Experience with or strong technical understanding of fuel transfer management systems.
• 1 – 2 years of SyteLine ERP experience.

 Job Requirements:

Physical: This role typically involves working in an office environment, often in a sitting position for extended periods while using a computer. May need to lift to 20lbs.

Tools / Equipment: Prior experience with office equipment.

Working Conditions: Temperature-controlled office environment. Infrequent visits to manufacturing, warehouse, and/or shipping areas that require closed-toe shoes and safety glasses.