UGSI Chemical Feed, Inc. (“Chemical Feed”) is a wholly-owned subsidiary of cleanwater1, Inc., a global provider of on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems serving the water and wastewater treatment industries. UGSI Solutions, Inc., through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market.
The Technical Support Specialist is responsible for providing internal and external technical support specializing in the cleanwater1 product lines. This position will troubleshoot directly with customers to understand and resolve their technical needs. This position will help improve customer training and satisfaction, and drive sales of parts and services. They will be a technical resource for internal teams including project management, engineering, and manufacturing. The successful candidate will be a detail oriented, self-starting, creative problem solver with a customer-centric personality. They will have strong technical, organizational, and communication skills. They will be a team player with excellent record-keeping skills and MS Office proficiency. This position will be primarily remote support via phone call or video conferencing but will include on-site support as required. This position is based out of our Vineland, NJ facility.
Essential Job Functions
- Responsible for assessing customer needs, providing answers, help, and troubleshooting assistance to ensure a positive customer experience.
- Maintain Salesforce service cases by updating records, completing required fields, and documenting activities.
- Track customer interactions, work performed, and warranty activity, to maintain accurate customer records.
- Review, revise, and improve technical documentation of product lines including but not limited to O&Ms, as-builts, and troubleshooting guides.
- Develop and implement troubleshooting strategies and best practices to improve efficiency and quality of technical support services via written and verbal communications.
- Work with internal personnel, customers/agents, and contractors to ensure successful installations, start-ups, and service.
- Support the aspects of engineering, project management, and field services to include providing site-readiness evaluations, start-up assistance, technical advice, and customer training.
- Evaluate product performance and determine when actions are needed for customers to upgrade or reposition products.
- Collect, record, and evaluate product troubleshooting trends and work with managers and engineering to reduce their occurrence.
- Prioritize and manage time efficiently both as an individual and a team member.
- Participate in and run both in person and virtual meetings.
- Create, manage, and maintain valuable relationships with customers and key accounts.
- Help drive the sale of aftermarket parts and services.
- Perform equipment failure analysis of RMAs and provide report of findings.
- Travel to customer sites for training purposes or as needed on complex jobs.
Required Qualifications
- High school diploma, GED, or equivalent combination of education and experience required.
- Three or more years' experience working on electromechanical equipment including pumps, motors, blowers, VFDs, PLCS
- Working knowledge of PVC piping, fittings, valves, and basic plumbing practices used in industrial and commercial installations.
- Experience reading and working off construction drawings, P&IDs, electrical one lines, etc.
- Experience working safely with AC and DC voltage.
- Experience using a multimeter and megger.
- Experience at and around construction jobsites and an understanding of the safety requirements.
- Ability to think critically and problem solve while maintaining appropriate active listening and emotional intelligence.
- Ability to work on several tasks at once while meeting all assigned deadlines.
- Strong verbal, written, and interpersonal communication skills.
- Superior organizational and note taking abilities.
- Proficient in MS Word and Outlook.
- Ability and willingness to travel to customer sites when necessary.
- Follow all safety procedures and understand the hazards of maintenance of cleanwater1 equipment.
Preferred Qualifications
- Associate degree in a technical field or completion of a skilled trades program (e.g., electrical, mechanical, plumbing, HVAC, or apprenticeship program).
- Three or more years’ technical experience applicable to cleanwater1 product lines and/or ancillary parts.
- Familiarity with CRM and ERP software like Salesforce.
- Work experience in the municipal water/wastewater industry.
- Experience with PLC and OIT programing and diagnostics
- Ability to sit for long periods of time.
- Regularly required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk, and hear, and use fingers and hands to feel objects, tools, or controls.
- Must have manual dexterity to operate the equipment and tools required for this position.
- Must be able to respond quickly (with the hand, finger, or foot) to a signal (sound, light, picture) when it responds.
- Ability to perform work under a variety of weather conditions.
- Specific vision abilities include close vision and the ability to adjust focus.
- Ability to look at computer monitors for much of the workday.
- Ability to occasionally lift and/or move up to 50 Lbs.
Work Environment
- Approximately 60% Office.
- Approximately 30% Light Industrial - May be exposed to areas of high noise levels, hazardous propellants, chemicals, and industrial facilities. Appropriate PPE and training will be provided for all conditions.
- Approximately 10% Customer Jobsites - May be exposed to a variety of weather elements as well as areas of high noise levels, hazardous propellants, chemicals, industrial facilities, and their associated ground and elevated storage tanks. Appropriate PPE and training will be provided for all conditions.
- Exposure to liquid and dry chemicals and substances associated with water and wastewater treatment, including permanganate, polymers, sodium hypochlorite, and liquid ammonium sulfate, among others.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
This position is non-exempt. Compensation is dependent on skill level. The base salary range for this position is $35 to $42 per hour. Benefits package and incentives are provided. We generally offer employees working 21 hours per work or more medical, dental, vision, along with voluntary ancillary benefits. The Company has a 401(k)-match program and has company-paid life and AD&D insurance available for eligible employees.
Cleanwater1, Inc. and its subsidiaries are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
Cleanwater1, Inc. and its affiliated subsidiaries maintain a drug-free workplace.
