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Service Specialist in Monroe, NC at Circor

Date Posted: 6/22/2018

Job Snapshot

Job Description

ORGANIZATIONAL STRUCTURE

BUSINESS: Industrial Group

LOCATION: Monroe, NC

DIRECT REPORTING: Customer Care Manager

FUNCTIONAL REPORTING: Customer Care

Position Title – Service Specialist

Position Summary

Responsible for service and technical support for the Americas, while providing support for other global regions. This is a customer-facing position, providing assistance through standard support channels (phone, email, and chat), as well as onsite customer visits.

Responsibilities

  • Provide support for our entire product portfolio, including IMO, Allweiler, Houttuin, Tushaco, Warren, and Zenith brand pumps, and associated equipment/systems.
  • Provide technical support to channel partners and service network, including the development of service aids, communications, and reference materials.
  • Perform repairs or supervise technicians performing repairs in the field.
  • Perform failure analysis and repair returned pumps. Prepare and present quotations for repair services.
  • Provide commissioning services for projects, including installation, alignment of system packages, start-up, testing, operations and maintenance training, etc.
  • Manage certification and training programs for the Americas, including creating training content, training technicians in a shop and classroom environments, auditing service centers, identifying new partnerships, and managing service network performance.
  • Drive continuous improvement rigorously.
  • Assist with development of maintenance, operations, and instruction manuals.
  • Assist with overflow for other customer-facing department activities, including Customer Care and Application Engineering.
  • Provide or coordinate support globally, for locations where we do not have a support team in place. We go where the work needs to be done.
  • Manage emergency service calls outside of standard business hours. We are there when the customer needs us most.
  • Travel both domestically and internationally. Onsite commissioning trips for projects potentially could last up 2 – 3 three continuous weeks. Must be able to travel on short notice to get our customers back up and running as quickly as possible. Must be willing to travel 75+% of the time based on customer needs, though 25% - 50% is more typical. 

 

 

Job Requirements

Education & Experience

  • 5+ years of experience in industrial service. Experience in servicing and troubleshooting rotating equipment, including centrifugal, screw type, progressive cavity, and gear pumps strongly preferred.
  • 2+ years of technical training and certification experience
  • 2+ years of experience creating training content and standard operating procedures
  • Self-driven and able to self-manage
  • Strong verbal and written communication skills
  • Continuous improvement and data analysis skills
  • Proficiency with Microsoft Office. Experience with CRM, and ERP software systems preferred.
  • High school diploma or equivalent. Bachelor’s degree in engineering preferred.
  • Ability to obtain Confidential security clearance preferred, as we service products for the US government.

 CIRCOR is an EEO Employer of Females/Minorities/Veterans/Individuals with Disabilities