JO 15320 Technical Support Analyst II



Salary Range:

*Experienced Based


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.


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


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.


·         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.


·         Ability to apply advanced mathematical and statistical concepts.

·         Ability to apply statistical and mathematical operations.


·         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.


·         Current driver's license


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

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