Product Support Technician

San Jose, CA, United States

Department: R&D Valves

Reports to: Head of Global Valves

Location: Nor-Cal Products, Inc. dba Pfeiffer Vacuum Valves & Engineering (Pfeiffer Vacuum V&E)

FLSA Status: Exempt

SUMMARY

Drives technical sales & support function in pursuit of increasing sales and customer satisfaction. Works very closely with Pfeiffer Vacuum Sales Force, Product Management, as well as the appropriate Production team members, to enable Company to sell at high technical levels. The position is hybrid with travel to Yreka, CA, San Jose, CA and other sites on an as-needed basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization’s leadership promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Necessary interpersonal skills include being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.

Supervisory Responsibilities

None.

Duties

Answering phone and e-mail inquiries, not only related to US customers but possibly international as well.

Documenting and tracking technical support calls for historical accuracy, creating FAQs, informing Engineering and Manufacturing on common field issues, and more.

Making joint sales calls to customers in need of technically oriented products and solutions.

Assisting sales, at the general direction of the Product Management, by preparing technical sales collateral such as PowerPoint presentations, product data sheets, application notes, etc...

Monitoring competitor activities, product portfolios, and pricing and feed back to Product Management.

Reviewing, understanding, and recommending improvements to Pfeiffer Vacuum Valves & Engineering product line functions and features.

Championing new product development ideas or initiatives and participating on new product development teams.

Assisting in the Sales / Marketing effort by giving product presentations, or consulting on product installations, at customer locations.

Attending and working at trade shows and conventions.

Giving product training presentations at select sales meetings and other venues.

Working with the factory and engineering/R&D teams.

Working with Production facilities to create and sustain a service and support strategy for valves.

Physical Demands

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.

90% inside, climate / noise-controlled office, and 10% manufacturing environment or traveling. Eye and hearing protection may be required in manufacturing areas; and additional protective clothing may be required when visiting customer sites

Tasks require walking, sitting, bending, reaching, mobility, frequent lifting and pushing/pulling. Work requires computer skills (word processing, spreadsheet, and data-entry), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

Secondary duties with added requirements may be assigned from time to time.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum V&E believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded, and agile – in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable, and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

General Qualifications Must have very strong system and component troubleshooting skills with prior experience in the field of technical customer support. Direct experience with downstream pressure control systems, vacuum valves, heaters and stainless fabrication is strongly desired.

Must have strong organizational and time-management skills in order to prioritize and complete competing multiple tasks simultaneously.

Must have ability to effectively communicate verbally and in writing with coworkers, customers, and other departmental personnel in a professional and positive manner.

Must have excellent presentation skills in a variety of settings, primarily for customer or sales presentation purposes.

Requires ability to accurately input, manipulate and access information using moderately complex computers and software programs; with minimum software requirements being Microsoft Word, Excel and PowerPoint (or equivalent).

Requires strong ability to work with others to share specific knowledge of products, processes and/or procedures in order to continuously make improvements.

Ability to lead, influence and persuade relevant decision makers, throughout all levels of the organization, as well as relevant decision makers within customers’ organizations.

Familiarity with manufacturing documentation processes and systems.

Travel as necessary involving overnight stays, and occasionally being out of town over weekends.

Education and/or Experience

BS in Engineering; plus 48-months technical support to semiconductor equipment customers; with an additional 12-months of specific experience in vacuum systems or gas delivery equipment, or

Associate degree in a relevant technical field, plus 72-months specific, technically related customer support experience; with an additional 12-months of specific experience in vacuum systems or gas delivery equipment.

Language Skills

Excellent verbal and written communication skills.

Mathematical Skills

Advanced mathematics skills.

Reasoning Ability

Able to work in a fast-paced environment, with quickly changing work priorities, and with minimal interaction to complete assignments on time.

Certificates, Licenses, Registrations

Valid driver license.

TOOLS AND/OR EQUIPMENT

None.

WORK ENVIRONMENT

This position may work in various environments including office, factory or home settings. Employees who choose to work from home are expected to comply with all company requirements for core work hours or in-person attendance at company meetings or events.

(as applicable)

Pfeiffer Vacuum V&E is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Danielle Clair at 530-841-9150.

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