Job Description

Job Description

Job Description

The HORIBA Group of worldwide companies provides an extensive array of instruments and systems for applications ranging from automotive R&D, process and environmental monitoring, in-vitro medical diagnostics, semiconductor manufacturing and metrology, to a broad range of scientific R&D and QC measurements. Proven quality and trustworthy performance have established widespread confidence in the HORIBA Brand.

Inspired by our unique motto, “JOY and FUN,” we focus on social responsibilities by building state-of-the-art products for scientific advancement; especially for protecting health, safety, and the environment. “HORIBARIANs,” the HORIBA employees all over the world, look forward to working with additional creative and entrepreneurial self-starters. To learn more about our unique culture, visit our culture page.

SUMMARY: The product specialist is to provide complete technical support via email, phone and remote session to our customer base, Field service engineers and affiliates in order to resolve customer issues and problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Manage communications with customers to ensure issue resolution and proper follow-up, to ensure customer satisfaction.

2. Must attend training on products and help develop service documentation as required

3. Is the primary point of contact for our Fluorescence customers, Field Service Engineers & global affiliates.

4. Use ServiceMax to update cases accurately and timely with all necessary information.

5. Maintains communication with customers to ensure understanding of status, cost, and timing of all aspects of the service event.

6. Initiate and actively participate in the content creation of service technical notes and service manuals

7. Responsible for keeping maintenance log of demo instruments in our applications labs.

8. Create and implement service revenues channels together with the Service Supervisor.

9. Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.

10. Support Sales, Production, R&D and Quality functions as needed

11. Run customer sample and Participate in customer demos as needed

12. Participate in the assembly, testing and QC of instruments as needed

13. Contribute to the creation of service technical notes and service manauals

14. Travel for training and system installations as directed by Manager, including overnight stays. Travel is typically less than 25% but could change and is dependent upon business needs.

15. Advises sales representatives of potential selling opportunities within accounts.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

1. BS in Electrical Engineering, Electrical Engineering Technology or physical science, equivalent military education.

2. Associate's degree in science or technology from two-year college or technical school plus 1 to 3 years of related experience and/or training.

3. More than 3 years of customer service related work experience.

4. Technical proficiency in instrumentation and electronics.

5. Efficient in Word and Excel

6. Experience with SAP and Salesforce systems a plus.

7. Excellent communication skills required; both oral and written.

8. Experience with optical spectroscopies is a plus.

9. Able to present sophisticated ideas to non-technical audience and tackle customer problems with patience and a positive attitude approach.

10. Ability to work independently, be self-motivated and organized.

11. Strong interpersonal, self-motivational, & negotiating skills.

12. Understand and adhere to safety policies and procedures to ensure a safe and balanced workplace environment.

LANGUAGE SKILLS:

Ability to comprehend, read and write the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports, correspondence and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients

Compensation Package:

HORIBA Instruments offers a competitive compensation package that includes a 401(k) plan with match; employee group dental, vision, life, and disability (short and long-term) paid for by the company; medical insurance, family dental and vision insurance, and supplemental life insurance available with reasonable employee contributions; employee assistance program; paid holidays, vacation, and sick time; flexible spending accounts; and educational reimbursement and commuter benefit programs.

If you are an individual with a disability and need an accommodation during the application/hiring process, please call (732)494-8660 for assistance. HORIBA will provide reasonable accommodations, upon request, to support individuals with disabilities to be able to participate in the hiring process. HORIBA is committed to making our workplace accessible for individuals with disabilities.

EEO/Affirmative Action/Veteran Status/Disabilities.

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