Applications Engineer

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%)