Application Engineer and Senior Technical Support Representative (IA/Walchem)
Date Posted: 8/26/25. Full Time: Holliston, MA. Category: Exempt. Reports to: Director Customer Service.
Position Summary:
Provides effective technical support by utilizing in-depth knowledge of company products and procedures. Provides field support as needed, and conducts training for employees, customers, and distributors.
KEY RESPONSIBILITIES & REQUIRED FUNCTIONS
- Prepares detailed quotations for distributors and customers.
- Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
- Provides phone and email technical support for pumps, controllers, and sensors.
- Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
- Reviews detailed specifications and makes proper product selections. Documents exceptions to specifications when necessary.
- Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
- Conducts product training for distributors, customers and internal personnel.
- Participate in trade shows as needed.
- Visit field installations to provide support as needed.
- Assist Product Managers on new product development and generation of product specifications.
- Provide market data and information on competitors to Product Managers.
- Embrace automation and work with management to help design automated tools that can support the Customer Service and Technical Support department
- Communicates with distributors and customers by phone and email.
- Responds to product inquiries from domestic and international distributors and customers.
- Assist distributors and customers to ensure proper selection and installation of products.
- Some travel may be required.
ESSENTIAL QUALIFICATIONS AND CORE COMPETENCY
- Bachelor’s degree in electronics, engineering technology, industrial technology, or equivalent.
- 8+ years’ experience with analytical controls, metering pumps, and/or water treatment equipment.
- Strong organizational skills
- Excellent oral and written communication skills including presentation skills for both small and large groups
- Proficiency in Microsoft Office Products
- Data analysis and problem-solving skills
- Experience working as part of a team and as a manager
- Successful relationship building skills
- Familiarity with Walchem equipment and controls
- Ability to patiently defuse conflicts
- Proven technical knowledge through educational achievements and work experience
- Time Management – ability to organize and manage multiple priorities in a fast-paced environment
- Ability to work well with little supervision
- Detail oriented
- Ability to remain calm during stressful situations
We actively encourage and support employee community involvement. Executives and Managers have an open-door policy. Our corporate culture is informal, and we strive to find the “right fit” for all employees. Opportunities are offered across all of the Iwaki America businesses.
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