We are searching for a driven, customer-focused technical support specialist to join the Gems Setra team! The ideal candidate is a self-starter with excellent problem-solving skills who is motivated by a challenge. They will be a fast learner, a great teammate, have a “can-do, no fear” attitude, and willing to roll up their sleeves to help a colleague or customer! This person will be responsible for providing technical assistance to customers, channel partners, and Sales on new and existing products.

　　Basic functions & essential duties:

　　Plan and develop high-value tools and content that enable rapid self-service product and application selection for customers, field sales and distribution.

　　Identify content gaps and develop marketing plans for assigned products to drive growth.

　　Pre, and post sales technical support to customers and the sales team.

　　Handle customer technical support cases through phone and email submissions

　　Assist in maintenance and development of product manuals, FAQs and customers data records

　　Partner with Sales and Product Managers to bring application expertise to the customer

　　Work on special projects including new product development testing & qualification, dynamic sales demos, kaizen events, etc.

　　Required skills / experience:

　　2+ years of inside sales or customer/technical service experience, preferably within a manufacturing company and a business-to-business sales environment

　　High proficiency in English language, including conversing and writing about technical subjects.

　　Ability to articulate technical product information to people of all levels from engineers to end users.

　　Ability to create & build relationships both internally and externally.

　　Represent the company both face to face and over the phone/video with a clear and charismatic presence.

　　Maintain a service-oriented and customer-focused approach

　　Professional written and interpersonal skills are essential when communicating with customers

　　Time-management skills and the ability to establish reasonable deadlines for resolution

　　Ability to manage and prioritize several projects efficiently

　　Desired skills / experiences:

　　Possessing a second fluent language (French, German, etc.) would be advantageous, but not essential.

　　Understanding of electro-mechanical industrial/medical products and Instrumentation and their use.

　　Foundational knowledge of customer end products/electrical systems/Instrumentation

　　Experience with BMS, BAS, EMS, CMS, PLC, HMI, SCADA etc. over different communications (BACnet IP, BACnet MS/TP, Modbus RTU, Modbus TCP, DeviceNet, Profibus or Profinet) would be an advantage.

　　Ability to read and interpret engineering schematics, drawings, specifications, and standards.

　　Intermediate PC skills and the use of Microsoft Office/Outlook.

　　Strong accountability and ownership philosophy.

　　Team player, intuitive, proactive, with a fine attention to detail

　　Experience using a CRM system (Salesforce preferred)

　　Education:

　　Technical Bachelor’s degree in Technical or Engineering subject area or a relevant field experience.

　　Travel:

　　Domestic and international travel may be required. (10-20%)

　　Setra Systems, Inc. is an Operating Company within the Precision Technologies platform of Fortive Corporation that designs and manufactures a broad line of premium sensing products including humidity, current, vacuum, energy and pressure sensing instruments. Our products are used in a wide variety of applications within the global HVAC/R, Healthcare, Industrial, and Semiconductor markets.

　　Applicants to and employees of this company are protected under Federal law from discrimination on several bases. Please refer to our Careers page at www.setra.com/careers to learn more.

　　We Are an Equal Opportunity Employer

　　Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.