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Product Support Specialist


Position Title Product Support Specialist
Business Division Hamilton Company
Location

Reno, NV

Job Description

Are you looking to take the next step in your career or bring your experience to a well established company where you can make a difference.  Hamilton Company has an exciting opportunity as a Product Support Specialist.  The Product Support specialist is in charge of day to-day management of Hamilton’s electromechanical devices including Microlab 600, OEM Syringe Pumps, Valve Positioners, Instrument Syringes, and Pipetting Channels. For customer-focused products, responsibilities include support and training of Hamilton’s distribution network and end-users to proactively generate sales through the dissemination of product focused technical information. For OEM focused products, responsibilities include supporting sales activities, customer requests, and R&D projects.

                       

Essential Job Functions
  • Technical Support – assist customers by troubleshooting inquiries received via phone or email. Requests include questions about daily operation, software, firmware, communication protocols, best practices, etc.
  • Work with R&D to develop new solutions to meet customers’ needs. Requires the ability to clearly understand the root cause of the customer’s inquiry and clearly communicate the issues to R&D for resolution.
  • Assist in the development of application notes, datasheets, technical notes, and white papers.
  • Attend selected trade shows.
  • Create new literature in conjunction with the sales and marketing team.
  • Update and edit current catalogs, promotions, and literature (maintain a list of errors or changes to be implemented prior to the next printing).
  • Create sales reports to track sales efforts and trends in the market.
  • Host Webinars for troubleshooting and training of distribution partners, end-users, and internal personnel.
  • Create/manage conformance reports, return material authorizations, and customer satisfaction reports.
  • Manage product stocking issues.
  • Coordinate engineering change order releases.
  • Manage product obsolescence.
  • Work with Market Segment Managers to maintain current pricing.
  • Perform day-to-day maintenance of the website content for assigned products through the content management system.


Knowledge, Skills and Abilities
  • Must have experience or demonstrate an aptitude for communicating with and controlling electromechanical devices.
  • Knowledge of liquid handling products is a plus.
  • Basic understanding of programming concepts and ASCII commands is a plus.
  • The ability to communicate with customers, understand their application, and propose solutions.
  • Must have good verbal and written communication skills.
  • Must be able to lift approximately 30 pounds.
  • Bachelors Degree in Mechanical or Electrical Engineering, or a Science degree with experience related to pumps and liquid handling.
  • 3 plus years of relevant experience.


Education and Experience
  • Bachelors Degree in Mechanical or Electrical Engineering, or a Science degree with experience related to pumps and liquid handling.
  • 3 plus years of relevant experience.