Product Support Engineer

Description

Who we are:

Aerzen USA Corp. is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including; Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary.

What We Offer: 

Aerzen USA offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals.

What You’ll Do: 

Provide technical support for Aerzen USA products during startup, commissioning, and the remaining product cycle. This role will interface with Aerzen Service Managers, technicians, customers, system vendors, and Aerzen engineering to ensure correct and timely commissioning of Aerzen Products. Other aspects of this role will to be provide on-site and remote training, mentoring, provide product / manufacturing enhancements, troubleshoot field issues and questions, drive Non-Conformance Reports (NCRs), and provide other services for Aerzen Products.

Top level goal of this position is to provide leadership, guidance, and instill confidence in our Positive displacement Blowers, Turbo and Controls products to drive enhanced customer satisfaction.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Support customer facing activities within each Aerzen USA region and provide technical leadership to the regional sales and service teams. 

• Lead complex technical issue resolution that cannot be answered in the field.  Be the technical go to person for Aerzen USA for customer solutions. 

• Utilize Salesforce to manage and track internal and external customer interactions.

• Provide timely feedback to the quality team, on NCP’s.

• Evaluate system and component performance through data analysis, software-based modeling, customer interviews and root cause analysis. 

• Develop engineering solutions to repetitive failures, premature failures, and other maintenance/operation issues, utilizing a root cause aptitude. 

• Apply value analysis to repair/replace, repair/redesign, and inhouse/outsource decisions. 

• Remains abreast of and applies advancing maintenance technology as applicable and keeps up with customer tools and expectations and attends training courses as needed. 

• Assist the sales and service teams to deliver technical presentations on our capabilities and our solutions specific to customer needs. 

• Interact professionally with Aerzen leadership, project management, engineering, production, and customer support personnel to provide feedback and knowledge regarding specific customers and orders. Specifically, communicating and implementing lessons learned is a critical part of this role 

• Update product and job knowledge by participating in training opportunities, reading industry publications; networking; participating in professional organizations.   

• Travel, as required, to customer and Aerzen facilities to support key opportunities.

• Understand and address product and project related specifications. Perform calculations, generate & modify drawings, produce technical reports, and design solutions and systems which facilitate troubleshooting efforts.

• Ensure compliance of safety standards and regulations.

• Create and maintain tools to aid in aftermarket troubleshooting and work within Aerzen’s CRM & ERP software suites and in accordance with its prescribed document control systems.

• Provide engineering advice, consulting, warranty support, direction, and guidelines to regional sales & service teams for time-critical projects to satisfy customer’s needs through an established and trackable process.

• Perform troubleshooting and root cause analysis of Aerzen Products, motors, VFDs, PLCs, HMIs, harmonic filter assemblies, control panels and machine controllers.

• Author and issue technical documents: specifications, drawings, testing procedures, quality inspection sheets, work instructions, O&M instructions, failure analysis reports as required to support the above-described job functions.

Requirements

Education:

Bachelor's Degree -or >5 years of relevant experience.

Area of Study: Field of Study: Electrical, Mechanical, Software Engineering, or equivalent engineering degree or 5 years relevant experience in instrumentation and controls as a system integrator.

Experience in the field shall reflect that of a competent professional. Candidates should be capable of demonstrating competency by citing specific occasions where engineering and product support services in the relevant field were rendered for projects of moderate complexity.

Software/Applications: 

Proficient in MS Office, previous experience with enterprise-wide software systems and/or ERP (Navision / Business Central or SAP) and CRM (Salesforce) software, AutoCAD and VFD & PLC commissioning software, Eplan, ladder logic and programming language preferred.  

Other:

Ability to read drawings, P&IDs, wiring diagrams, logic diagrams, and other Engineering documents  .

Strong communication skills – professional speaking and writing styles .

Root cause analysis skills – critical thinking ability.

Ability to travel as required.