Technical Support Representative

 

Technical Support Representative – Veeder-Root

Simsbury, CT

 

Shift your career into high gear at one of the fastest growing and best managed Fortune 500 companies.  At Danaher, superior people, superior processes and superior planning provide superior value to our customers and great career development opportunities for our associates.

 

Danaher Corporation is a $11 billion publicly traded company (ticker symbol DHR) that focuses on the advantages of strong brand names, proprietary technology, and leading market positions.  We have grown faster than our competitors, and we plan to keep exceeding industry growth rates through share gains, aggressive new product development, international expansion and acquisitions.  Veeder-Root supplies and integrates the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.   Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products. Veeder-Root presently has tank monitoring systems in more than 500,000 underground storage tanks around the globe. Veeder-Root products and services are being used to meet the regulatory compliance and business management requirements of major oil companies, large truck fleets, car rental companies, airports, package delivery companies, federal, state and local governments, public utilities, industrial companies, and thousands of small underground and aboveground storage tank owners.  

 

We are currently seeking a Technical Support Representative for Veeder-Root, located in Simsbury, CT with the following qualifications:

 

I.  Position Objective

 

The objective of this position is to provide Technical Support to Field Technicians, End-Users and Engineering firms who utilize Veeder-Root and Red Jacket Products.

 

II.  Key Responsibilities-

 

·  Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder Root and Red Jacket products.  With a focus on basic electronic principals, mechanical pumps, installation of equipment and regulatory driven products and services.

 

·  Support Field Service organization relative to application and design issues. Troubleshoot and understand basic functionality of all Service Station Equipment such as Point of Sale, Dispensers, Pumps, and Tank Gauging.

 

·  Read electronic schematics and troubleshoot items to board and component level. Isolate defective equipment by reconstructing circuits on site in order to determine cause of failure.

 

·  Fluent in troubleshooting devices such as Ohm Meter, Pressure Gauge and Vacuum Gauge.

 

·  Troubleshoot factory and field hardware. Participate in Warranty Incident Rate.

 

·  Provide link from technical support to engineering regarding warranty failures, field returns other quality or product failure issues.

 

·  Relate information learned from field troubleshooting to engineering such as software bugs, hardware findings.

 

·  Support field test activities as required, including providing hardware/software for test sites.

 

·  Must have basic understanding of Microsoft Access Database structure to support PC product line.

 

·  Must be familiar with modem communication compatibility and understand basic RS232 protocol.

 

III. Relationships

 

Internal Relationships:

·  Engineering Management - High-level service input is often provided at a high level to ensure our needs are being met.

·  Marketing Management - Recommendations for product changes are often given

·  Engineers - To make recommendations of product changes and to give critical field feedback

·  Product Manager - To make recommendations of product changes and to give critical field feedback

·  Project Consultant - To make recommendations of product changes and to give critical field feedback

·  Product Specialists - To answer technical questions relating to the product development project and coordinate field trial sites

·  Technical Support Specialists – Provide higher-level technical support

·  Area Support Managers – Provide higher-level technical support

·  Inside Sales – Answer technical questions not documented

·  Sales Management – To give our insight into customer problems, needs, and direction

 

 External Relationships:

·  Authorized Service Contractors – To direct their efforts during field trials and to receive feedback on existing field problems that have been escalated

·  MOC – Often used as a technical resource to Major Oil Customers

·  Jobbers – To develop an understanding of a field problem or verify issues reported.

 

IV. Measures of Performance

 

Ensures the success of his/her projects as measured by the items below.

 

·  External Communications – Through self-initiative and direction from others, they will need to have the ability to plan, write, and proof, get approved, and post quality technical information to the (VR WEB page?) for ASC use in a timely manner.

·  External Support – If needed, when situations arise for higher-level support or research into an unresolved field issue this individual will evaluate the situation in a timely matter and if not resolved by self escalate to higher authorities.

·  Internal Communications – By working with any internal department (i.e. Engineering Marketing, Service, Technical Support, etc) should clearly communicate and provide field impact of decisions in a timely and quality manner.

·  Internal Support – When the need arises for technical expertise on assigned products from internal departments (i.e. Sales, Marketing, Service, Technical Support Engineering, etc.) they will provide timely and accurate responses.

 

 V.  Background and Skill

 

·  A minimum of 1 year experience in Product Support or equivalent experience.

·  4-year technical degree in electronics or computer science plus at least three years experience in Service or Engineering fields.  Years of experience in Service or Engineering in a related field may be a reasonable substitute for the 4-year technical degree.

·  Strong knowledge of operational characteristics of a retail petroleum station, including the following:

·  Veeder-Root Environmental and Business Solution Products.

·  Red Jacket Submersible Pump systems.

·  Gilbarco and Dresser Wayne Dispensing Systems.

·  Underground Vapor Control and Pressure Management Systems.

·  Office automation computer skills, such as Word, Excel, MS-Access, E-Mail, and Windows. 

·  Excellent written and oral communication skills. Technical writing skill a plus

·  Must be able to interpret engineering drawings, schematics and specifications

·  Knowledge of production practices and test procedures.

·  Travel required 10%

·  Strong group presentation skills required

 

 VI. Personal Trait Profile

 

·  Outrigger Personality

·  Motivated Self Starter

·  Analytical thinker

·  Project Planning

·  Ability to be persuasive in difficult discussions

·  Detailed oriented

 

VII. Scope and Impact of Position Responsibilities

 

The quality and serviceability of our products will be greatly impacted if this job is not performed at an adequate level. 

·  Measurable differences in warranty expense

·  Number of calls to our Technical Support line

·  Sales dollars.  If the product is not performing well, sales will be impacted.

 

Please visit our web sites at www.veeder-root.com  and  www.danaher.com

 

EOE