FM&I Product Support Engineer

at Great Plains Industries - GPI in Wichita, Kansas, United States

Job Description

Job Summary: 

The FM&I Product Support Engineer is the product expert for Flomec Meters & Instrumentation and Quantifi Fuel Management System (FMS) software and hardware. The role will provide North American distributors, OEMs, and end users with exceptional technical support on product, with a strong understanding of customer applications. This role must maintain current, in-depth product knowledge to effectively guide troubleshooting and resolve technical issues. Recommending products and utilizing accurate pricing tools and to assist with requests for quotes is required. Strong communication skills must be utilized across email, phone, and video conferencing.

Product knowledge will span HARDWARE: flow meters and sensors, instrumentation, and fuel management components; SOFTWARE: flow meter configuration and multi-user / multi-equipment FMS.

Job Details:

• Product Selection: Ability to understand customer applications and flow measurement and/or management needs to recommend optimal product solutions during buying process, or to identify current setup issues and how to best correct them.
• Technical Support: Troubleshooting flow meters and Quantifi FMS software and products via phone, email, and video conferencing. Initiating warranty / return claims. Guiding “live” assistance for installation and setup.
• Product Recommendations and Pricing: Assist Sales with customer inquiries. Gather customer application requirements, select the best product solution, and provide accurate pricing and lead time information.
• Training: Possess in-depth knowledge of product portfolios to support the initial development and ongoing maintenance of internal and external training tools.
• Processes: Conduct daily functions using company processes and tools, making recommendations for efficiency and improvement. Maintain current work instructions for role.
• Knowledge Base Input: Collaborate with Knowledge Base manager to provide new content and maintain existing product information designated for internal and/or external reference.
• Exceptional Service: Provide world-class service and support to channel partners, customers, and end users. Communicate clearly and promptly to sales opportunities, product questions, and product/service performance issues.
• Market Intel / Feedback: Document and highlight critical information gathered via distributor, OEM, and end user interactions to support business strategy and product development.
• Time Management and Organization: Prioritize daily tasks, customer requests, and business projects. Maintain a 6S work environment.
• Growth & Development: Possess the desire for continuous learning and development as needs of the business evolve, and product portfolio expands. This may involve attending trade shows and visiting with distributors, along with training other team members.
• Computer & Telephony Skills: Comfortable working with several digital tools to conduct daily tasks. Utilize Webex Contact Center for call and email communication. Own administrator role for FMS software.
• Team Support: Work as a team player with co-workers and in conjunction with other departments. Provide back-up assistance to team members when needed.
• Policies: Follow the policies outlined in the employee handbook, including the posted work rules for Great Plains Industries.

These job details are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee.  The employee may be assigned other responsibilities as required by the position.