Job Description
Our client is a renowned manufacturer of industrial equipment and machinery, with a focus on providing high-quality solutions for the oil and gas industry. With decades of experience and expertise, they have built a reputation for reliability, efficiency, and innovation in the design and production of pumping units, power transmission products, and automation systems. They are looking to add a Technical Advisor to join their team in Odessa. This opportunity is a Direct Hire role that comes with several perks including full benefits, paid holidays, and paid time off.Responsibilities:
Troubleshooting and Diagnosis
- Identify issues: Use diagnostic tools, analyze symptoms, and communicate with end-users to understand the problem.
- Resolve technical problems: Resolve hardware, software or system failures through on-site intervention.
Installation and Setup
- Installation of equipment: Training and assistance for the set up and installation of hardware, software, and systems at client sites.
- Configuration: Configure devices, networks, or applications to meet client needs and specifications.
- Test systems: Ensure all systems are functioning correctly after installation, performing tests to verify performance.
Maintenance and Repair
- Perform routine maintenance: Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
- Repair or replace parts: If equipment malfunctions, diagnose the issue and repair or replace damaged components.
- VSD repairs: Train onsite personnel on the testing and repair of variable speed drive chassis
Customer Support and Training
- Customer interaction: Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
- Provide training: Train internal personnel as well as partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.
- Develop FAQs or user guides: Create documentation or guides to help the company and partners solve common issues independently.
- Perform training seminars: participate with customer and internal training seminars
- Relationships: partner with operations to better understand their needs and focus to effectively manage training and support programs
System Optimization
- Optimize settings: Adjust configurations or settings to improve performance
- Teamwork: Work with the Automation Tech support team to communicate successes and opportunities for improvement
Reporting and Documentation
- Create reports: Document issues, solutions, service actions taken, and customer feedback.
- Log service history: Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes.
- Common Issues: Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrence
Collaboration with Remote Teams
- Coordinate with headquarters: Collaborate with remote technical support teams and engineers to solve complex problems.
- Provide updates: Communicate progress and solutions back to management or remote support staff as needed.
Testing and Verification
- Reported issues: Work with Missouri City engineering to resolve issues
- FW testing: test new FW releases in field environment to ensure proper operation
Product Development
- Development: Participate in group discussions for the development and improvement of products
- 3rd party products: Work with 3rd party vendors to test and develop new product offerings
Travel and On-Site Visits
- Travel to client locations: Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
- Schedule visits: Plan and coordinate site visits based on urgency and availability.
- International Travel: In some instances, international travel may be required for training purposes
Safety and Compliance
- Follow safety protocols: Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
- Ensure compliance: Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.
- Driving: Follow company guidelines and the use of Motive APP
- Safety Meetings: Participate in weekly safety meetings
Skills Required:
- Technical knowledge: Intimate understanding of hardware, software, and communication systems.
- Problem-solving: Ability to quickly diagnose and resolve technical issues.
- Communication skills: Ability to explain complex technical concepts in a simple, clear manner.
- Customer service: Professional demeanor and patience when dealing with clients.
- Time management: Ability to manage multiple tasks and service calls efficiently.