Technical Support Specialist

Reports To: Senior Technical Support Manager

Department: Technical Supports

Location: Fort Collins, CO

Why In-Situ?

In-Situ Inc. is a leading manufacturer of innovative environmental and process water monitoring equipment that protects our global water resources. We create industry-leading products and solutions with a focus on innovative design, high reliability, and world-class manufacturing.

Not only does In-Situ provide an attractive offering to our customers, the Company also places a high value on engagement in our community, environmental projects, employee wellness and creating an open and fun work environmen

Essential/Primary Responsibilities

• Responsible for handling customer calls, web chats and emails regarding technical support, instrument installation, data interpretation and instrumentation issues.
• Lead Technical Support execution (phone inbound/outbound, emails, chats, etc.) on resolving customer issues with In-Situ manufactured products and software and perform at the Tier 2 level?
• Teamwork with other tech support team members to drive efficient world-class tech support to our customers in the Americas and worldwide
• Escalate and solicit help from other departments as needed to maintain customer satisfaction
• Lead key account and product issue escalations including working with engineering to help drive to root cause and communicate back to team on resolution and actions
• Responsible for handling customer calls, web chats and emails regarding technical support, instrument installation, data interpretation and instrumentation issues.
• Maintain customer databases with current information including entering customer information into Service database for returns.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Support Regional and International Sales Managers and Distributors regarding demonstration equipment, specifications and applications.
• Develop and communicate Technical & Application notes for sales, service and distributors
• Travel to customer premises to resolve problems or install new equipment
• Available for 24 hour “on-call” technical support line service
• Represent In-Situ Inc. at regional and national trade shows as needed
• Participate in company meetings, training programs, and continuous improvement efforts
  
  

Minimum Qualification Requirements:

• Work experience in customer service area and/or equivalent college degree or vocational training or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
• Background in instrumentation support highly desired
• Strong background in engineering, chemistry, limnology, stream ecology, and/or hydrogeology, environmental chemistry, regulatory compliance, wastewater treatment, aquaculture, or oceanography highly desired.
• Strong inter-personal communications skills. Must have ability to negotiate with customer regarding compromise solutions to problems that serve the needs of the company and the customer.
• Ability to build and maintain relationships throughout the company to be able to effectively pull on other departments to drive resolution on issues
• Ability to provide input to new product development and define customer needs.
• Experience with PC’s with an emphasis on spreadsheet, word processing and database entry.
• Basic operational knowledge of electrical/electronic equipment.
• Able to read and understand technical reports.
• Able to understand, interpret and manipulate ground and surface water data. Must be able to learn commercial software programs for data analysis.
• English fluency required
• Spanish or other additional language fluency desired
  
  

Experience:

• 1+ years of experience in a direct Technical Service or Support role preferred
• Experience working with international customers a plus
  
  

Education/Certifications/Knowledge:

• BS/BA Degree in a technical discipline
  
  

Working Environment/Physical Activities:.

• Computer system data terminal
• Normal office environment and minimum physical activity
• Some travel to domestic and international locations – estimated less than 25%
  
  

Total Rewards:

Compensation: Compensation will be commensurate with the applicant's education, experience, knowledge, skills, and abilities, as well as alignment with market data and internal benchmarks.

• Salary Range: $60,000 - $85,000 annually.
  
  

Benefits Available

• Health, Dental, and Vision Insurance.
• 401(k) matching.
• Short and Long-Term Disability.
• Group Life/AD&D Insurance.
• Employee Assistance Program.
• Will and Trust Preparation Services.
• Travel Assistance Services.
• 10 paid holidays per year (set by the company).
• 20 days of Flexible Time Off (FTO) accrued evenly throughout the year.
  
  

Voluntary Benefits

• Life, AD&D, Pet Insurance, Identity Theft Protection, Legal Services.
• Flexible Spending Account (FSA) for Dependent Care.
• Health Savings Account (HSA).
• Other supplemental options.
  
  

Additional Benefits

• Paid Parental Leave.
• Continuing Education Reimbursement.
• Dependent Care and Wellness Reimbursements.
  
  

Application Instructions:

In-Situ Inc. builds world-class environmental monitoring instruments and world-class careers!

Please apply at https://in-situ.com/about/careers/ if the above qualifications are met.

• No phone calls about this job.
• Principals only. Recruiters, please do not contact this job poster.
• Do not contact the job poster about other services, products, or commercial interests.
  
  

Equal Opportunity Employer Statement:

All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

In-Situ is an Equal Opportunity Employer