Technical Service Specialist

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers. Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability. The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper.

Apperture Solutions is a technology independent, professional consulting, and implementation services firm. Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services. Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

The Technical Service Specialist is responsible for delivering best-in-class service solutions to customers, enhancing the reliability, safety, and performance of process control applications. This role ensures the successful installation and maintenance of field service solutions within the assigned territory while building strong customer relationships through solution-oriented communication. The Specialist also collaborates with Field Service Technicians to provide technical support and innovative service solutions.

Specific Responsibilities

• Technical Leadership: Serve as the highest escalation point within the service company for technical issues in the designated focus area.
• Customer Support: Deliver innovative, integrated solutions on-site, ensuring high levels of technical support and professional communication.
• Relationship Building: Cultivate strong customer relationships by addressing their needs with precision and care.
• Solution Implementation: Participate in consults, site walkdowns, risk assessments, and asset installations to develop and implement tailored service solutions.
• Resource Collaboration: Leverage resources from OEM factory engineering, Impact Partners, and industry experts to deliver top-tier service solutions.
• Solution Design: Collaborate with Account Managers and Service Managers to design and implement technical solutions within the focus area.
• Proposal Support: Assist Sales and Operations teams by translating service solutions into detailed customer proposals.
• Technical Documentation: Prepare comprehensive technical reports, including job-specific work instructions and post-service assessments.
• Mentorship and Support: Provide guidance and mentorship to service technicians as a subject-matter expert.
• Best Practices Development: Support the creation of startup and troubleshooting procedures while proactively addressing and resolving customer product or application issues.
• Communication Liaison: Act as a strategic communication bridge between customers, factories, and technicians.
• Training and Planning: Assist customers with technical training and post-sale service planning.
• Product Proficiency: Stay current on new products and enhancements within the assigned area of responsibility.
• Safety Advocacy: Champion safety for yourself and those around you by adhering to all safety and quality standards.
• Additional Duties: Perform other duties as assigned.

Required Competencies

• Excellent communication (verbal & written), interpersonal and customer relations skills - exhibit an ability to effectively communicate with plant personnel.
• Time Management Skills
• Teamwork
• Functional/Technical Skills
• Problem Solving
• Troubleshooting
• Ability to stay task focused
• Must be able to work off hours, weekends, and OT on a short notice basis based on business needs
• Able to work in abnormal (heat/cold/clean room) operating conditions.

Required Education and Experience

• High school diploma or equivalent.
• 1800 hours of technical education or equivalent (Associates degree) and three (3) years of relevant experience OR High School Diploma and five (5) years of relevant experience.
• Basic computer proficiency, including familiarity with diagnostic and configuration tools.

Additional Information:

• Must reside within our territory - SC/NC/VA
• Travel: Must be able to travel overnight up to 25%.
• Driver Eligibility: Maintain a valid drivers license and eligibility for company vehicle use.
• Safety Focus: Demonstrate a strong commitment to safety and compliance with all regulations.

RE Mason Company is a federal contractor and, as such, is required to solicit the race, gender, disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Masons Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at (704) 375-4465.