Position summary
Serve as the primary operational and customer-facing contact for assigned SmartTrace Enterprise and strategic facilities. Based in the SmartTrace control room, this professional role combines active heat-tracing system management, customer coordination, technical troubleshooting, structured after-hours escalation and support of technical sales activities.
Key responsibilities
• Own service delivery and ongoing relationships for assigned facilities; maintain regular contact with customer maintenance, planning, scheduling, engineering and management teams.
• Monitor SmartTrace alarms, trends, controller and communications health; investigate exceptions, prioritize action and coordinate customer follow-up rather than only forwarding alarm notifications.
• Manage the lifecycle of identified issues from detection through customer work orders, resolution and verification; coordinate with site teams and Chemelex technical and field-service resources.
• Use and support customer work management processes, including SAP and IBM Maximo notifications, work orders, asset records, priorities and close-out follow-up.
• Support SmartTrace configuration, data quality, site metadata, alarm rules, reporting and data integration; diagnose common controller, heat-tracing and communications problems.
• Lead professional customer service reviews and demonstrations from the SmartTrace control room; clearly present system status, recommended actions, service performance and opportunities.
• Participate in a defined after-hours on-call rotation to respond to customer requests and escalated technical issues under applicable response procedures and service commitments.
• Support pre-sales discovery, technical demonstrations, pilots and expansion conversations; identify opportunities for SmartTrace, heat-tracing materials, field services, repairs and projects.
• Help standardize control room workflows, escalation procedures, customer documentation, reporting and continuous-improvement practices as the Enterprise portfolio grows.
Required qualifications
• Hands-on industrial heat-tracing knowledge, including typical failure modes, electrical/controllers troubleshooting and practical site maintenance processes.
• Experience working with customer CMMS/work order platforms such as SAP PM and/or IBM Maximo.
• Understanding of industrial communications and systems integration, including RS-485, Modbus, Ethernet/TCP-IP and wireless or gateway-based networks.
• Strong customer service, relationship-management and professional presentation skills with the ability to translate technical issues into clear actions.
• Ability to independently prioritize multiple facilities, document actions, follow issues to closure and collaborate with internal and customer teams.
• Willingness to travel when needed and participate in scheduled after-hours on-call support.
Preferred background
• Prior use or administration of SmartTrace or comparable industrial monitoring/asset management platforms.
• Electrical, instrumentation, maintenance, engineering technology or industrial reliability background.
• Experience preparing operations reports, working with SCADA/DCS interfaces or supporting remote industrial sites.
Measures of success
• Timely alarm triage, customer communications, escalation and issue closure against service commitments.
• Quality and completion of maintenance follow-up, customer work orders, asset records and reporting.
• Customer satisfaction, retention, adoption and successful service reviews or demonstrations.
• Identification and handoff of credible SmartTrace, heat-tracing material and field-service expansion opportunities.
Additional requisition notes
This is a hands-on service delivery and customer ownership role, not a conventional call-centre position. On-call expectations and any related compensation should be established through HR policy; a single employee is not assumed to provide continuous 24/7 coverage.
At Chemelex:
We protect places of progress through electric excellence.
Pioneering plants, sprawling data centers, busy transport hubs, and your own home. These are the places that bring progress to the world, and the places that we protect with time-tested technologies, advanced engineering, and a suite of services. Because here, excellence is everything.
Our Dimensions of Excellence reflect the core values of Chemelex. Together, they inspire our decisions and guide our actions – defining excellence in our work for colleagues, customers and communities.
Experts with empathy
Explorer mindset
Example for others
Exceptional impact
We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.
Skills Required
- Hands-on industrial heat-tracing knowledge, including failure modes, electrical and controller troubleshooting, and site maintenance processes
- Experience with customer CMMS and work-order platforms such as SAP PM or IBM Maximo
- Understanding of industrial communications and systems integration, including RS-485, Modbus, Ethernet/TCP-IP, and wireless or gateway-based networks
- Strong customer service, relationship-management, and professional presentation skills
- Ability to translate technical issues into clear customer actions
- Ability to prioritize multiple facilities, document actions, follow issues to closure, and collaborate with internal and customer teams
- Willingness to travel when needed
- Willingness to participate in scheduled after-hours on-call support
- Prior use or administration of SmartTrace or comparable industrial monitoring or asset-management platforms
- Electrical, instrumentation, maintenance, engineering technology, or industrial reliability background
- Experience preparing operations reports or working with SCADA/DCS interfaces or remote industrial sites
What We Do
Chemelex is a global leader in electric thermal and sensing solutions designed to protect critical processes, infrastructure, and people worldwide. Its business focuses on engineered technologies for thermal control, sensing, and operational protection in demanding environments. These solutions help customers safeguard essential assets, improve process reliability, and support critical operations across diverse industrial and infrastructure settings around the world for industrial customers.
