Essential Job Duties and Responsibilities
- Manage the technical services operations, providing guidance and support to team members in delivering excellent customer service.
- Maintain good communication with regional commercial and application / technical leaders, to ensure priorities for support are being met by the applications and technical teams.
- Collaborate with cross-functional teams to identify and resolve technical issues effectively.
- Work directly with headquarter-based product group and engineering team in the areas of product development and pre-and post-sales phases to ensure field resources will be available for support.
- Make the decisions on which solutions to implement when complicated technical problems arises. Being transparent with the team about challenges, failures, and successes.
- Meets with relevant stakeholders regularly to give progress report including project status, customer needs and challenges, technical support requirement and resources.
- Conducts regular meetings with regional teams, whether as a whole or through one-on-one discussions.
- Monitor service delivery metrics and contribute to the development of strategies for enhancing service performance.
- Participate in the training and onboarding of new team members, ensuring they are equipped with the necessary skills and knowledge.
- Act as an escalation point for complex technical issues, leveraging your expertise to facilitate resolution.
- Engage with customers to gather feedback on service quality and identify areas for improvement.
- Active engagement with distributors on monitoring post-sales support, evaluations, buyoff, training etc. Hold periodic service meetings and monitor service metrics.
Education and Experience Requirements
- Bachelor or master’s degree in Electronics/ Electrical/ Mechatronics/ Instrumentation Engineering or related field preferred.
- 10+ years of relative experience and demonstrated knowledge of discipline technical principles and practices
- Previous experience with SMT, Semiconductor, electronics industry, capital equipment or a closely related field is a plus
- Good planning/execution and customer/people management skills required.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- Strong understanding of technical concepts and troubleshooting methodologies.
- Self-motivated with ability to work unsupervised, to set and follow priorities
Technical Skills and Relevant Technologies
- Proficiency in troubleshooting software and hardware issues.
- Experience with ticketing systems and customer relationship management (CRM) tools.
- Good understanding in techno commercial matters.
Soft Skills and Cultural Fit
- Strong interpersonal skills with a collaborative mindset.
- Ability to thrive in a fast-paced and dynamic environment.
- Proactive problem-solving skills and a customer-centric approach.
- Passion for technology and a commitment to continuous learning.
Top Skills
What We Do
Nordson is a team of 7,300 global employees thriving in an environment where they are supported and encouraged to be their best. Working side by side, we build meaningful connections with each other and our customers.
Together, we deliver products that are solutions, and they’re likely touching your life every day. Have you ever changed a diaper? Opened a box of cereal? Used a smart phone or driven a car? Then we’ve already met.
At Nordson, we take pride in being an outstanding corporate citizen and strongly believe in sharing our success with the communities where our employees live and work. Whether you’re working in one of our labs, offices or manufacturing facilities, your efforts will enable our customers to succeed and our company to continuously improve and grow.
We engineer, manufacture and market differentiated products and systems used for precision dispensing and processing in a variety of end markets, from packaging to transportation and medical to electronics.
Founded in 1954, we operate under the values of integrity, respect for people, customer passion, energy and excellence. Nordson is headquartered in the United States in Westlake, Ohio, and has direct operations in more than 30 countries to support our products and systems with application expertise and a direct global sales and service organization
