Technical Support Specialist

Company Description

Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment.

We are one of the world’s leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials.

Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support.

Job Description

Technical Support Specialist will focus on effective post commissioning technical support, warranty claim management and customer issue resolution.

This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24 / 7 after hours support.

Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME).

This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines.

It will require strong people management and technical skills.

Work Location : Remote or Minnetonka, MN or Oakville, Canada

Salary Range $70,000-$90,000

The support specialist will be troubleshooting water treatment equipment, this is not an IT role.

Responsibilities :

• Supporting the customers globally whom have purchased Veolia based systems or products.
• Ensuring that the Veolia customers (install Base) has the best Customer Experience in the industry so that they return for high margin replacements.
• Organize and drive feedback to engineering and product management for sustained product and project delivery improvement.
• Manage incoming customer issues / claims with available tools to track & communicate cases until solutions provided to customers satisfaction.
• Represent the Veolia technical support team as an active 24 / 7 after hours on call representative.
• Manage customer warranty claims within assigned DOA levels & work with various business group’s (CSC, Engineering, Project / Product Management, After Market Services etc.

to execute claim closure, parts identification & service opportunity identification.

• Training operator’s (understanding alarms, sequences, modes, CLC, OSC) Training can be via phone, web casts or actual site visits.
• Demonstrated understanding of Controls / Programming / Networks across various water treatment systems.
• Mechanical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with water treatment equipment (pumps, valves, instrumentation, relief valves, regulators, pneumatic systems, etc.).
• Electrical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with electrical panels and water treatment equipment.
• Support various mechanical issues with equipment outside of Veolia core products 3rd party vendor supplied equipment & parts.
• Support various hydraulic issues including review of customer designed piping arrangements to resolve water hammer, air entrainment issues that are common with water treatment systems.
• Support various instrumentation, calibration & set-point inquiries for Veolia systems that utilize on line instrumentation for measuring flow, pressure, temperature, level, pH, DO, conductivity / resistivity etc.
• Support process related issues including chemical dosages, best practices & helping customer with the day to day operation of their plants.

Qualifications

Qualifications / Requirements :

• BS in a STEM field and / or a minimum of 5 years of experience in water / wastewater treatment projects or related fields.
• Ability to work in a fast pace environment and operate independently to deliver business results.
• Shift : 8am-5pm CST, plus 24 / 7 on-call coverage 25% of the time
• Clear and concise communication skills.
• Drive a winning mentality and culture.

Desired :

• Knowledge of Veolia Water Technologies & Solutions products, solutions, and applications.
• Excellent computer skills (, Excel, Word and PowerPoint).
• Relevant field experience working on the Veolia WTS products.
• Background in Root Cause Analysis (RCA) tools.
• Focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams.
• Working knowledge and experience of PLC & HMI / SCADA programming and troubleshooting (Rockwell, GE-IP / Emerson preferred).
• Working knowledge and experience with industrial networking and fieldbus’.
• Mathematical skills, including math operations in all units of measure, using whole numbers, fractions, decimals, ratio and percentage.
• Knowledge of and / or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO / ED, UF / MBR, Ion Exchange, ADT and Thermal technologies.
• Demonstrated ability to read and interpret instruction and safety manuals.
• Demonstrated ability to work independently.
• Demonstrated ability to plan multiple priorities, focus on the most important ones.
• Demonstrated ability to adapt quickly to new problems, clients, and situations.
• Demonstrated ability to make timely and correct decisions without all the information.

Additional Information

All your information will be kept confidential according to EEO guidelines.

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.