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    Support Engineer - Houston, United States - Plastometrex

    Plastometrex
    Plastometrex Houston, United States

    4 weeks ago

    Default job background
    Manufacturing / Mechanical
    Description

    Working within the Technical Support Team, you will carry out the training, installation and servicing of our innovative Portable PIP (Profilometry-based Indentation Plastometry) system. The successful candidate would need to be based in Houston, Texas, and be prepared to travel extensively within this area and across the US. There will also be opportunities to travel to our UK head office.

    You'll play a key role in ensuring maximum system up-time and ensuring service agreements and warranty obligations are fulfilled. If you're looking for a challenging role, where you can combine your technical, trouble shooting and customer facing skills then this could be the perfect role for you.

    Responsibilities

    The successful candidate will be involved in:

    • Creating, refining and delivering training courses for best practise use of Plastometrex products.
    • Installing and commissioning products on site with customers across the US, ensuring performance is in line with manufacturer specifications and industry standards.
    • Diagnosing and resolving a broad range of service requests, both remotely and in-person, receiving requests from multiple channels and dealing with a variety of stakeholders.
    • Helping set up service infrastructure where needed and maintaining excellent support services in a fast-paced and ever-changing environment.
    • Building and maintenance of equipment, test rigs and fixtures.
    • Supporting the installation of the Portable Plastometer in the assigned territory and leading the repair activities and maintenance services.
    • Ensuring preventative maintenance actions are carried out precisely and on time and all service and maintenance works are clearly and accurately documented.
    • Owning customer issues from identification to resolution and maintaining great customer satisfaction.
    • Capturing feedback from customers and communicating this with the product development team.
    • Undertaking extensive product training and then maintaining skills and knowledge as systems and processes evolve.
    • Maintaining strong communication with the UK parent company

    We're a diverse company and roles can change and evolve. You'll be willing to turn your hand to anything within the Support Engineer remit that supports the wider Plastometrex team with delivering its objectives.

    About you

    You'll have a practical, hands-on flexible approach, be a great team player, and be happy to throw yourself into a fast-paced environment. We're also looking for you to:

    · Be a proactive problem solver, able to ask questions and get information to correctly diagnose problems quickly and understand what level of support is needed when a problem is presented.

    · Be responsive to issues that are escalated and able to resolve for the customer with minimal direction and supervision.

    · Be able to identify areas for improvement and lead pragmatic solutions to bring positive change.

    · Be a great communicator and organiser, and able to build and sustain productive working relationships with all colleagues globally. You'll be able to explain technical service issues to non-technical staff with ease.

    · Demonstrate a broad technical background, ideally covering mechatronics.


    • Have a track record of working as part of a multidisciplinary team including communicating with a range of stakeholders.


    • Provide demonstrable experience of defining and running tests, analysing results and building or maintaining equipment.


    • Effectively manage own time with a strong desire for continuous improvement. Time will be spent working away from home, and it may be necessary to work some extended hours when the need arises.

    · Have a relevant technical background (Degree, Masters or equivalent in engineering) plus field service experience within a similar environment.

    · Show strong organisational skills, being responsible for a variety of key planning and coordinating activities including maintaining and adhering to timelines and contracted Service Level Agreements.

    · Be willing to work in cross-functional environments with a flexible and adaptable attitude.

    · Have a proven track record in independent troubleshooting and repair of complex electromechanical systems.

    · Have excellent written and spoken English, and the ability to use Microsoft Office.

    · Be happy to work in diverse situations and a willingness to acquire new skills.

    · A willingness to travel within the United States and to the UK.

    Why Join Us?

    Plastometrex is a fast-growing technology start-up based on the Cambridge Science Park in the United Kingdom with an ever-growing international presence. We are backed by top-tier investors and have developed a global customer base across a variety of industries.

    Founded by former University of Cambridge scientists, we are passionate about helping companies and educational institutions gain an in-depth understanding of the mechanical properties of their manufactured parts and materials in a fraction of the time and cost of other testing methods.

    As a company, we have created a culture of transparency, collaboration, and integrity - we are looking to grow our team with people who share these values.

    Salary Range - $85,000 - $95,000

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