Service Support

This position carries the prime service, instrument QC and shipping responsibility for KRÜSS USA.

Essential duties and responsibilities

  • Telephone support for customers to troubleshoot all issues
  • Analyze problems, develop solutions, prepare service quotes, organize the necessary parts and perform the repair.  This can be done by traveling onsite or by having the customers send their instruments to the KRÜSS office
  • Keep demo instruments in good working order
  • Utilize Salesforce CRM to log all issues for record keeping and to build a knowledge database
  • Travel onsite to perform calibration and repair services
  • Receive instruments/shipments, unpack, store, pack and ship as necessary
  • Configure computers, copy software organize hardware on KRÜSS products as well as non-KRÜSS products like baths, dosing units, burners, etc…
  • Perform general facility maintenance when needed
  • Maintain company van in good working condition
  • Turn all sales leads over to the appropriate Technical Consultant
  • Maintain good control of spare parts inventory
  • Keep service area clean and well-organized
  • Promote service products
  • Other duties may be assigned.

Supervisory responsibilities

  • none

Qualifications

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.  The successful candidate will have a combination of knowledge, skills and experience that would include the following:

  • 3+ years of experience in servicing lab instrumentation, prior experience in engineering and fine mechanics is highly desirable. Strong computer skills are a must
  • Must possess methodical, thorough and meticulous work habits
  • Must be organized, reliable and self-motivated
  • Must be able to maintain a calm demeanor and remain level-headed in stressful situations
  • Establish and maintain effective working relationships with a diverse customer base
  • Ability to prioritize activities and must possess good time management skills.
  • Excellent computer skills with proficiency in MS Office products such as Word, Excel, PowerPoint and Outlook
  • Must possess a valid driver's license and be able to travel both by ground and air carrier
  • Prior service or technical support experience preferred
  • Must be able to periodically travel internationally for technical training
  • Must be willing to travel up to 60%

Education and/or experience

High school graduate and training at an accredited technical school is required.  4-year degree in Chemistry, Engineering, related Science or complementary work experience in surface science is preferred.  Prior surface science product experience is helpful. Technical and mechanical aptitudes are a must.  Ability to offer ideas and make suggestions; work in a team environment as well as working alone to solve problems; stay focused while performing multiple tasks; adapt to changing environments; confront and overcome challenges; and be customer focused.  Must be a self-starter with strong organizational and time management skills.

Language skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Strong written and verbal communication skills required.   This includes the ability to write coherent and routine correspondence; the ability to speak effectively before groups of customers or employees of organization; the ability to troubleshoot problems via phone or email; the ability to interact well with others, both internal and external to the company; and the ability to converse clearly with both clients and company personnel.

Mathematical skills

Must be familiar with statistics and similar mathematics functions.

Reasoning ability

Must be able to work through complex problems in a logical fashion.

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. Must be able to lift up to 70 pounds. This is required to lift modules in and out of vehicles and on to laboratory benches.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The job requires visiting customer and prospects facilities. The noise level can range from moderate to loud depending on the laboratory or production facility visited.

If this challenge interests you, please apply with your full CV (ideally as PDF document), specifying the earliest possible entry date by E-Mail at dd@krussusa.com.

KRÜSS USA
Mrs. Dagmar Dohmen
1020 Crews Road, Suite K
Matthews, NC 28105
USA