Engineering Customer Support

Job Description

Who are we?

Phase IV is a wholly owned subsidiary of Wika Instrument LP. From our beginning in 1992, in Boulder, CO, Phase IV Engineering has been an innovator in wireless sensing. Our founder Rich Pollack started Phase IV as a “Skunk Works”, designing highly advanced and technically challenging sensors for Fortune 500 companies, NASA, the US military, and scientific research. We invented the world’s first battery-free RFID wireless temperature and pressure sensor. (Among many other applications, this sensor currently flies inside the wheel valve stem of every Boeing 777 and 787 aircraft.) Phase IV has expertise in energy harvesting, RF design, low-power circuit design, and designing for very harsh environments. This over 100 years combined experience was a key reason our Phase IV Engineering team was recognized as the “Sensor Engineering Team of the Year” in 2015 by Sensors Magazine and won “Product of the Year” in 2017 from RFID Journal.

BASIC PURPOSE:

This position uses knowledge of product portfolio and engineering principles as well as sales data to resolve challenging technical problems. This individual helps customers troubleshoot various problems, analyzes root cause of failures and works closely with engineering to provide support for testing and R&D.

MAJOR ACCOUNTABILITIES/RESPONSIBILITIES OF JOB:

· Assists engineering in product testing and troubleshooting

· Performs customer technical support (phone and email) to quickly resolve technical problems, questions and installation issues without the need to return the product

· Researches, diagnoses, troubleshoots, and resolves customer issues

· Assists manufacturing in mechanical and/or electrical assemblies

· Supports custom assemblies and proto-typing

· Works with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to engineering

· Utilizes the RMA process to bring failed product in from the field and perform root cause failure analysis upon request

· Provides feedback on failures to engineering to support product improvements and new developments

· Follows up with new customers to assist and ensures installation of product has been completed

· Provides feedback to help improve manuals and other documentation

· Strives for continuous personal development of product & application knowledge, business operations, and industry standards

· Performs ancillary duties as needed

KNOWLEDGE AND SKILL REQUIREMENTS:

College Degree in Electronics or equivalent work experience required

5+ years’ experience in a technical product support role preferred

Knowledge of industrial instrumentation an asset

Excellent Communication Skills, verbal and written

Excellent Client Facing Skills

Strong problem solving skills

Extensive knowledge of Microsoft Office

Possess strong organizational skills

Self-motivated and able to investigate, listen and make decisions based on data presented on new topics not previously knownCompany Description

With 11,200 employees, the WIKA Group is a global market leader in pressure and temperature measurement and sets the standard in the measurement of level, force and flow, and in calibration technology. The broad portfolio of high-precision products, solutions and services makes the family-run business a strong and reliable partner. WIKA's unique experience and know-how make sensing technology smarter, add more value and prepare it for a sustainable future: This is “Smart in sensing”.