Fluorescence Product Specialist

Role Details

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 ourunique motto, "JOY and FUN," we focus on social responsibilities by buildingstate-of-the-art products for scientific advancement; especially for protectinghealth, safety, and the environment. "HORIBARIANs," the HORIBA employeesall over the world, look forward to working with additional creative andentrepreneurial self-starters. To learn more about our unique culture, visitour culture page.SUMMARY: The product specialist is to provide complete technical support via email, phone, and remote sessions to our customer base, Field service engineers, and affiliates in order to resolve customer issues and problems. ESSENTIAL DUTIES AND RESPONSIBILITIES: * Manage communications with customers to ensure issue resolution and proper follow-up, to ensure customer satisfaction. * Must attend training on products and help develop service documentation as required * Is the primary point of contact for our Fluorescence customers, Field Service Engineers & global affiliates. * Use Service Max to update cases accurately and timely with all necessary information. * Maintains communication with customers to ensure understanding of status, cost, and timing of all aspects of the service event. * Initiate and actively participate in the content creation of service technical notes and service manuals * Responsible for keeping a maintenance log of demo instruments in our applications labs. * Create and implement service revenue channels together with the Service Supervisor. * Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders. * Support Sales, Production, R&D, and Quality functions as needed * Run customer samples and Participate in customer demos as needed * Participate in the assembly, testing, and QC of instruments as needed * Contribute to the creation of service technical notes and service manuals * Travel for training and system installations as directed by the Manager, including overnight stays. Travel is typically less than 25% but could change and is dependent upon business needs. * Advises sales representatives of potential selling opportunities within accounts.MINIMUM REQUIREMENTS/QUALIFICATIONS: * BS in Electrical Engineering, Electrical Engineering Technology or physical science, equivalent military education. * Associate's degree in science or technology from a two-year college or technical school plus 1 to 3 years of related experience and/or training. * More than 3 years of customer service-related work experience. * Technical proficiency in instrumentation and electronics. * Efficient in Word and Excel * Experience with SAP and Salesforce systems is a plus * Excellent communication skills required; both oral and written. * Experience with optical spectroscopies is a plus. * Able to present sophisticated ideas to non-technical audience and tackle customer problems with patience and a positive attitude approach. * Ability to work independently, be self-motivated and organized. * Strong interpersonal, self-motivational, & negotiating skills. * Understand and adhere to safety policies and procedures to WorkSafe 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 and customers. * CompensationPackage:HORIBA Instruments offers acompetitive compensation package that includes a 401(k) plan with a match;employee group dental, vision, life, and disability (short and long-term) paidfor by the company; medical insurance, family dental and vision insurance, andsupplemental life insurance available with reasonable employee contributions;employee assistance program; paid holidays, vacation, and sick time; flexiblespending accounts; and educational reimbursement and commuter benefit programs.If you are an individualwith a disability and need accommodation during the application/hiringprocess, please call (732)494-8660 for assistance. HORIBA will providereasonable accommodations, upon request, to support individuals withdisabilities to be able to participate in the hiring process. HORIBA iscommitted to making our workplace accessible for individuals with disabilities.EEO/AffirmativeAction/Veteran Status/Disabilities.

HORIBA INSTRUMENTS INC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.