Product Specialist Industrial Environmental

Overview

Job Description

Job Summary

The Technical Product Specialist (TPS) role focuses on developing expert level technical product knowledge in order to drive an excellent customer experience through advanced technical support, training of service personnel internally and externally, and being actively involved in new product development/introduction (NPI) processes. The TPS is part of the aftermarket group and interfaces with many different parts of the business to gain and maintain expert level product knowledge, including but not limited to product management, commercial sales, technology (hardware and software), field service, and factory service teams.

Veolia has a global presence with facilities in many countries including Hungary and Singapore, and its products are sold and serviced directly and indirectly by independent sales/service providers. This requires interfacing with people both internally and externally that represent a broad range of product knowledge, time zones, and cultural backgrounds.

This role focuses on instruments designed for markets within the Industrial and Environmental business vertical. This includes Innov Ox products, TOC-R3, Boron and Boron Ultra, and M-Series. The role is a hybrid position, located in Boulder, Colorado and will report directly to the Product Specialist Manager (PSM).

• The candidate will be continuously interfacing with members of the specialist team, PSM, leaders in the aftermarket group, and with teams across the organization, so the desire and ability to work cross functionally within the business to drive projects and business initiatives is key.
• A strong customer focus is required to deliver on our goal of service and support excellence. This includes contributing directly to the customer and also indirectly in the collaboration, training, and support of service personnel globally.
• A deep interest in understanding the mechanics and theory of how analytical instruments work is critical. This includes a desire to understand fluidic, mechanical, and electronic systems on a technical level.

• Contribute to training by developing content that captures advanced troubleshooting and applications knowledge.
• Training field service engineers, specialists, and third parties, domestically and globally.
• Creating supplemental training materials (Video content, presentations, virtual training sessions, and documentation) to meet the needs of service personnel.
• Routinely engage with service teams to anticipate service needs and/or knowledge gaps including:
• Traveling with service personnel
• Participating in and contributing to service meetings.
• Create and maintain service manuals that are distributed to internal and external service personnel.
• Participate in and contribute to various meetings hosted by different departments to obtain and maintain expert level knowledge of assigned products and services.
• Actively manage advanced technical or customer service cases escalated by service teams.
• Work directly with service personnel or with the end user to resolve quality, service, or customer relations issues. (This may require phone/remote support or on-site support, traveling to customer sites.)
• Support the launch of new products by being actively involved with the NPI process.
• Provide technical input during early design phases.
• Communicate information across the service organization as it relates to impacts to their job function.
• Participate in the testing of procedures.
• Conduct installations and validations for early instrument installs to build product knowledge, training, and service manual content.

Knowledge, Skills & Abilities:

• The candidate must have knowledge of general lab safety practices and manufacturing site safety practices.
• Good, practical knowledge of analytical chemistry concepts and practices.
• Good, practical understanding of process control, water systems, and instrumentation.
• Must be able to proactively work cross-functionally to obtain the necessary technical information to support the job function and proper dissemination of information across the organization.
• Ability to adapt communication of…