Job Description
Job Description
The Technical Support Specialist develops practical and innovative ways to identify and meet the goals of the LUFKIN Automation Product Line. This role has the ability provide technical expertise and support to customers , LUFKIN employees, engineering staff, and management, including but not limited to troubleshooting, material handling, safety procedures, and a broad range of LUFKIN Automation application offerings.
Responsibilities
- Troubleshooting and Diagnosis
Identify issues : Use diagnostic tools, analyze symptoms, and communicate with end-users to understand the problem.
Resolve technical problems : Resolve hardware, software or system failures through on-site intervention.Installation and SetupInstallation of equipment : Training and assistance for the set up and installation of hardware, software, and systems at client sites.
Configuration : Configure devices, networks, or applications to meet client needs and specifications.Test systems : Ensure all systems are functioning correctly after installation, performing tests to verify performance.Maintenance and RepairPerform routine maintenance : Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
Repair or replace parts : If equipment malfunctions, diagnose the issue and repair or replace damaged components.VSD repairs : Train onsite personnel on the testing and repair of variable speed drive chassisCustomer Support and TrainingCustomer interaction : Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
Provide training : Train internal personnel as well as Lufkin partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.Develop FAQs or user guides : Create documentation or guides to help Lufkin and partners solve common issues independently.Perform training seminars : participate with customer and internal training seminarsRelationships : partner with operations to better understand their needs and focus to effectively manage training, assessments, progression, and support programsSystem OptimizationOptimize settings : Adjust configurations or settings to improve performanceTeam Work : Work with the Automation Tech support team to communicate successes and opportunities for improvementReporting and DocumentationCreate reports : Document issues, solutions, service actions taken, and customer feedback.
Log service history : Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes.Common Issues : Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrenceCollaboration with Remote TeamsCoordinate with headquarters : Collaborate with remote technical support teams and engineers to solve complex problems.Provide updates : Communicate progress and solutions back to management or remote support staff as needed.Testing and VerificationReported issues : Work with Missouri City engineering to resolve issues
FW testing : test new FW releases in field environment to ensure proper operationProduct DevelopmentDevelopment : Participate in group discussions for the development and improvement of products
3rd party products : Work with 3rd party vendors to test and develop new product offeringsTravel and On-Site VisitsTravel to client locations : Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
Schedule visits : Plan and coordinate site visits based on urgency and availability.International Travel : In some instances, international travel may be required for training purposes.Safety and ComplianceFollow safety protocols : Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
Ensure compliance : Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.Driving : Follow company guidelines and the use of Motive APPSafety Meetings : Participate in weekly safety meetingsSkills Required
Intimate understanding of Lufkin hardware, software, and communication systems.Ability to quickly diagnose and resolve technical issues.Ability to explain complex technical concepts in a simple, clear manner.Professional demeanor and patience when dealing with clients.Ability to manage multiple tasks and service calls efficiently.Requirements
Minimum of 5-years of experience with a licensed journeyman / master electrician, orBachelor’s degree in electrical engineering with qualifying electrical / controls on the job training, orAssociate degree in automation, controls, or instrumentation with 5 years field experienceDisclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.
LUFKIN US Acquisitions Company LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees.
