POSITION AVAILABLE:

JO 15320 Technical Support Analyst II

Location:

Flexible

Salary Range:

*Experienced Based

Summary:

As a Technical Support Analyst II, you will be responsible for the implementation and on-going support for the installed analytical customer base. This will include project management, calibrating analytical measuring instruments/equipment, providing end-user training and support, completing testing/analysis of products, writing standard operating procedures/documentation, documenting on product testing, and reporting. This position will also participate in the internal development, testing and documentation of analytical equipment. A keen understanding of the food and dairy manufacturing process and highly effective communication skills are keys to success for this position. This position does require strong analytical cause / effect reasoning skills as application feasibility and problem solving opportunities will be presented frequently.

Responsibilities:

Key Responsibilities

Key Competencies

Key Performance Indicators

·     Project manages the implementation of analytical business unit projects including the coordination and communication between internal and external customers, on-site installation, and preparation of project documentation, training, and customer follow-up.

·     Provide end-user support and troubleshooting via phone, email, web and in-person for the analytical equipment includes calibration, validation, database management and standard operating procedures.

·     Assist with creating customer training materials and conduct end-user training in person at a customer site and/or via web based tools.

·     Provide technical support to the sales team including customer visits, analytical equipment demonstrations, and presentations.

·     Provide support and assist internal customers as needed to ensure the success of every project.

·    Customer Orientation

·    Integrity

·    Organizing and Planning

·    Initiative

·    Results Orientation

·    Team Player

·    Communicativeness

·    Revenue growth against plan

·    Project Margin Estimated vs.

·    Project Margin Actual

·    Project Plan vs Actual

·    Customer Satisfaction

·     Stay current with industry / technological trends includes monitoring related websites, reading periodicals, and attending seminars /events.

·   Technology Savvy

·    Attend at least 2 training classes or conferences per yr.

·     Understanding the equipment and its operation.

·     Perform data analysis utilizing our principles and statistical methods.

·     Troubleshoots and repairs analytical equipment and instrumentation including at customer locations.

·     Test and document customer products for accuracy and precision of analytical instrumentation.

·     Participates / contributes to tests on new hardware and software for instrumentation development.

·    Problem solving and

·    Decision Making

·    Learning Agility

·      Assists in the delivery of at least 1 major new solution every year

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. Travel is required to support and train customers.

EDUCATION and/or EXPERIENCE

·         Minimum of a Bachelor’s degree in food science, chemistry, business or a related field.

·         5+ years of experience in a technical support capacity; use of instrumentation in a food/dairy environment a plus

·         Demonstrate strong troubleshooting, problem solving and root cause analysis skills.

·         Goal oriented self-starter with good organization, communication and time management skills

·         Strong customer service skills and ability to adapt to customer situations.

·         Excellent desktop configuration skills in a Windows environment; proficient with SQL and MS Office.

·         General understanding and experience with database architecture, tables, stored procedures and transaction SQL statements.

·         Knowledge of Near Infrared equipment is a plus.

·         Knowledge of statistical methods is a plus.

Knowledge, Skills & Abilities – Competiencies, Language Skills

·         Must possess strong communication skills, both written and verbal.

·         Ability to read, analyze, and interpret technical procedures, or governmental regulations.

·         Ability to write reports, business correspondence, and procedure manuals.

·         Ability to effectively present information and respond to questions from groups of managers, clients, customers.

MATHEMATICAL SKILLS

·         Ability to apply advanced mathematical and statistical concepts.

·         Ability to apply statistical and mathematical operations.

REASONING ABILITY

·         Ability to define problems, collect data, establish facts, and draw valid conclusions using logic and reasoning skills.

·         Must demonstrate good analytical skills.

·         Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS (as relevant)

·         Current driver's license

Contact:

Dave Sloan, Dairy Specialist, Tom Sloan & Associates, dsloan@tsloan.com, 920-261-8890

Please reply to position #15320 when responding to this position.