Technical Customer Care

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17,000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.

The Technical Customer Care IIIrole at Endress+Hauseris a technical position dedicated to providing exceptional support to both internal and external customers. This role involves collaborating as part of a team that interfaces primarily through digital and telephonic channels to deliver technical support related to the service of Endress+Hauser instrumentation, software, and solutions.

• Provide continuous technical support for assigned products, systems, and services to sales teams, distributors, and customers through digital and telephonic communication.
• Addressing "how-to" questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality.
• Serve as the main point of contact for customer needs related to after-sales technical support requests via digital channels, including phone, email, and chat, striving to exceed department responsiveness goals.
• Handle customer requests professionally, upholding and improving customer perception of Endress+Hauser; solve or elevate problems as appropriate.
• Provide internal and external customers with answers to general questions regarding sales tools, product specifications, and product information.
• Guide customers to the best resources to fit their needs, including support services, distribution of information, and other relevant information.
• Leverage the CRM system to accurately document and retain all customer interactions and technical support data.
• Regularly review and update technical support documents, application solution write-ups, FAQs, and other supporting materials.
• Document and elevate recurring themes from customer comments and complaints to ensure they are addressed by the appropriate teams.

You will have (required):

• Technical degreeor equivalent technical customer service experience required;engineering degree preferred.
• 4-6 years of experience with Gas Analyzers and Flow Measurement technology for regulatory analysis and process measurement, or related industry experience.
• Flexibility to work alternative schedules, including weekends and on-call hours, as needed.
• Willingness to travel occasionally for training and customer interactions (up to 20%).

You may have (preferred):

• Demonstrated expertise in a technical, customer-facing role.
• Experience working in waste incineration plants, power, steel or cement plants, oil and gas industry applications, or chemical and hydrocarbon processing (HPI) plants.
• Ability to work autonomously as needed within the best interests of the customer.
• Ability to communicate effectively within the organization as well as with customers regarding technical issues.
• Requires problem solving, complex decision-making, and organizational skills.
• Ability to provide clear and organized direction.
• High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email.

• Family-owned, friendly, and highly committed company
• Tuition reimbursement and a wide range of development opportunities
• Comprehensive benefits package which includes medical, dental and vision
• Competitive compensation and bonus opportunities
  
  Generous paid time off
• Life insurance and 401(k) savings with company match
• Full-service cafe, fitness center, and health clinic (in Greenwood, IN)

Endress+Hauser is an equal opportunity employer and does not discriminate on the basis of any protected classification including protected veteran and disability status.