Now Hiring - Endress + Hauser Holding AG - Technical Customer Care in Houston, TX

Full description of the position

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. What is the role about? The Technical Customer Care III role at Endress+Hauser is 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. Which tasks will you perform? * 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 escalate 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 escalate recurring themes from customer comments and complaints to ensure they are addressed by the appropriate teams. What do we expect from you? You will have (required): * Technical degree or 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. What can you expect from us? * 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.