The Product Support Specialist I

Key Job Function: 

The Product Support Specialist I position will be at the T&L Regional Competency Center, in Oslo, Norway. This role will have primary responsibility for the EU Regional technical and post-sales support, for Mettler Toledo's T&L product portfolio and applications. This role will work closely with application engineers, Research & Development engineers and global product managers to provide essential installation and maintenance support of assigned products and training to field engineers.

 Primary activities include:

·      Advanced Troubleshooting for specified products

·      Technical Publications Support

·      Application Center Equipment Management

·      Supporting R&D SW Testing

·      Spare part guidance

·      Quality Topics

Responsibilities

Product Technical Support

Ongoing technical support for assigned product families including:

o  Primary responsibility is towards managing the inbound support ticket requests on Global IND HelpDesk to provide 3rd level technical support for internal and external stakeholders.

o  Maintain the regional technical support library and FAQ knowledgebase.

o  Communication of technical issues, quality, and defects to respective stakeholders.

o  Maintain the T&L components in the Regional Competency Center.

o  Providing spare part guidance to Market Organizations and Partners.

o  Provide software testing and onsite installation support for certain projects.

Special Skills

Education / Experience

·      Bachelor of Science or similar education with focus on electrical, computer science, mechanical or related technology field is preferred.

·      Strong analytical abilities (root cause analysis).

·      Excellent interpersonal and written/verbal/presentation skills are required.

·      1- 3 years of relevant experience in a customer focused position involving technical knowledge of a company's products and service.

·      Experience with product testing is an advantage.

·      General understanding of Networking concepts.

·      Experience with Ubuntu or Linux is an advantage. 

. Knowledge of industrial PLC based control systems and PLC/HMI is an advantage.

·      Strong organizational skills with the proven ability to effectively manage multiple priorities.

·      Candidate should have experience in managing projects with different levels of stakeholders involved.

Reasoning

·      Ability to act in a self-motivated approach to quickly define problems, collect data, establish facts, and draw valid conclusions.

·      Ability to interpret and/or prepare an extensive variety of technical instructions in diagram or text form.

·      Ability to deal with several abstract and concrete variables while driving to the generation of a range of possible solutions / strategies.

·      Must possess a good business sense and ability to reach conclusions.

·      Make sound decisions with sometimes ambiguous information.

·      Good technical aptitude to quickly learn our market applications and solutions.

Work Style

·      Capable of managing competing priorities and projects.

·      Equally comfortable and effective working individually, as part of a team, or as part of a geographically separated team

Computer Literacy

·      Command of the full MS Office Suite specially PowerPoint.

·      Directing, editing and/or production of short informative videos is a plus.

Language

·      Must be able to communication in clear, concise written and verbal English language. 

·      Fluency in an Scandinavian language is an advantage.

Travel Requirements 10-15% regional and international travel for service training seminars or introduction activities; transportation will be by commercial or personal means and will include economy class air travel; ability to obtain a passport with valid visas for entry into countries throughout the world.

Physical Demands:

The physical demands described below are representative of those required by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and reach with hands and arms, lift, balance, crouch, stoop, use hands. The employee is required to sit, hear, and use computer equipment.

Work Environment: 

The work environment characteristics described are representative of those an employee encounters while performing the essential duties of this job. While performing the duties of this job, the employee will be at a desk at a computer/PC. When training an audience, they will do so both one-on-one, and in a classroom/boardroom environment using projectors and PowerPoint presentations. The work environment requires travel and irregular work schedules, including irregular overtime. The typical work schedule require availability between 9:00am to 3:00pm for the Oslo, Regional Centre.