Job Details
** Field Service Representative**
**Job Category****:** Engineering **Requisition Number****:** FIELD011453 Showing 1 location **Job Details**
**Description**
PAC is a leading global provider of advanced analytical instruments for laboratories and online process applications in industries such as refinery, petrochemical, biofuels, environmental, food & beverage, marine, offshore, subsea, and pharmaceutical. To provide its customers with cutting edge technology, PAC leverages significant R&D resources to support its core technologies, including chromatography, elemental analysis, physical properties, ultrasonic, fluorescence, spectroscopy, and microscopy/video imaging. PAC operates as a unit of Roper Technologies Inc. a diversified growth company and a constituent of the S&P 500, Fortune 1000, and the Russell 1000 indices.
PAC is seeking a highly motivated individual responsible for maintaining and servicing accounts mainly in the Northeast US (NY, NJ, PA, MD, DE, CT and OH) area but will be expected to travel to other parts of the country and internationally, if needed. Must be located in the NJ or PA Area. Installs, configures, calibrates, certifies repairs, maintains, troubleshoots, and operates company products and systems at customer sites primarily on PAC Physical Property Lab and Elemental Analyzers.
**ESSENTIAL TASKS & DUTIES:**
Service:
* Performs installations, preventive maintenance, calibration and breakdown repairs on PACs Physical Properties lines of analytical instruments used, in the Refining, Petrochemical, and Pharmaceutical industries either in major refineries, terminals, pipelines or independent laboratories
* Provides telephone support as needed
* Runs calibration and check standards per prescribed ASTM and/or customized methods and to ensure analyzers are meeting or exceeding product performance specification
* Performs preventive and corrective maintenance of test apparatus and peripheral equipment in the field
* Works with their sales counterpart to upsell/cross sell PAC products & services and grow overall PAC business
* Provides technical support to customers to ensure the correct product is chosen and used for their applications
* Assists with PACs strategic growth initiatives and understands PAC/Competitors installed base to provide superior service support to customers
* Proactively learns and teaches PACs new products to provide service support on newly launched products
* Notify quality of any product failure using appropriate communication tools and assists with urgently containing the issue on hand
* Performs product training during service visits, if needed
* Services, installs, and troubleshoots PAC software
* Performs pre-commissioning activities including system checkout, instrumentation calibration, and communication testing
* Install and operate test apparatus during test cycles to produce, regulate, and record effects of actual or simulated conditions such as flash point, distillation, cold properties, evaporative loss, viscosity, vibration as well as other physical properties testing
* Tests and tunes company product including machinery testing, control loop tuning and troubleshooting
* Uses computerized equipment, test equipment, and software to perform testing functions
* Manages assigned inventory for repairs to ensure accuracy and proper documentation for transfer before and after assigned service call
* Maintains knowledge of product specifications as assigned. Continues to expand product specification knowledge base
* Provides recommendations concerning the development and introduction of new products and/or services based on first-hand knowledge of current product performance, applications and customer needs
* Provides mentoring to less experienced field service personnel and customers
* Prepares administrative (expenses, reports, etc.) and service support and NPS surveys
* Complete assigned tasks and reports in a timely and complete manner
Customer Interaction:
* Promotes good customer relations at all times
* Participates in key sales situations for the product
* Maintains communications and contacts to collect and analyze operational and technical information for the product line
* Possess excellent written and verbal communication skills to many diverse customer audiences
* Strong capabilities to interface effectively with all customer types
* Return calls to customers on a timely basis
**ADDITIONAL RESPONSIBILITIES & DUTIES:**
* Follows all company safety policies and procedures, as well as customer safety policies and procedures when on-site.
* Assists with related special projects, as required
* Responds to change productively and handles other duties as required
**PEOPLE DEVELOPMENT:**
Must be able to anticipate and assess customer-training needs, train in the field and from remote sites to ensure customer operation of equipment in timely, efficient, economical and safe manner.
International: Must be eligible and able to obtain work visa, work permit, or passport in country/site of field assignment(s).
**QUALIFICATIONS:**
Education & Experience:
Bachelor's degree in Chemical or Electronic Engineering is a plus, or five years of experience working with analytical equipment for the Petrochem industry.
* Knowledge of the petroleum/refining industry and ASTM methods associated with testing protocol as related to PAC instruments a plus.
* Prefer experience with the following applications:
+ Distillation
+ Flash Point
+ Cold Flow
+ Thermal Oxidation
+ Sulfur analysis
* Ability to travel up to 90%
Knowledge & Skills:
* Strong problem-solving skills
* Demonstrated ability to successfully interact with customers
* Proficiency with computer tools
* Solid working knowledge of service engineering field
* Excellent project management, analytical, and organizational skills
* Demonstrated verbal and written communication and presentation skills
* Ability to proficiently use computers and information technology
* Understanding of sample conditioning systems used for process analyzers
* Familiarity with process communications including 4-20 mA current loops, Modbus, and TCPIP networking for process system analyzers.
Language Skills:
Excellent written and verbal interpersonal and presentation communication skills in English. Communication skills in Spanish is helpful. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from both internal and external customers.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
Individual should possess intermediate to advanced skills in MS Excel and be proficient in MS Windows, Word, and PowerPoint. To perform this job successfully, an individual will need to learn to become proficient in IFS (ERP software system).
Should be knowledgeable with Computer Hardware and Software Installation, Troubleshooting, and Networking.
**PHYSICAL REQUIREMENTS:**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance