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- Organize Product Information:
- Manage a centralized database containing comprehensive product information, including technical specifications, manuals, datasheets, CAD drawings, and other documentation.
- Regularly update and maintain product documentation to reflect the latest features, specifications, and usage guidelines.
- Implement a structured system for categorizing, tagging, and versioning product information to facilitate easy retrieval and navigation.
- Collaborate with cross-functional teams to gather feedback and identify opportunities for improving product documentation and information management processes.
- Technical Support:
- Serve as a contact for internal teams and external partners seeking technical assistance or information about products.
- Respond promptly to technical inquiries and provide accurate and timely guidance to resolve issues or answer questions related to product features, functionality, and usage.
- Develop and maintain a knowledge base to capture common technical inquiries and solutions for reference by internal teams and external partners.
- Analyze support trends and customer feedback to identify opportunities for product improvement, enhancement, or optimization. (R&D projects)
- Sales Support:
- Collaborate with sales teams to understand customer requirements, technical challenges, and competitive landscape to support effective sales strategies and initiatives. (PD)
- Assist in the preparation of technical proposals, quotes, and presentations for customer meetings, demonstrations, and sales pitches.
- Participate in customer meetings and presentations as a technical subject matter expert to address technical questions, demonstrate product capabilities, and build customer confidence. Traveling infrequently, supporting via teams, emails and other methods.
- Assist with the development of technical training sessions and workshops for sales agents to enhance their product knowledge, and ability to articulate the value of Andritz.
- Support opportunity tracking by providing technical insights, assessments, and recommendations via CRM.
- Engineering:
- Monitor and track engineering change requests (ECRs) initiated by internal teams or customers, ensuring timely review, approval, and implementation.
- Manage drawing revisions and modifications, ensuring accuracy, completeness, and compliance with relevant standards and specifications.
- Document and communicate changes to relevant stakeholders, including product managers, sales agents, and customers.
- Act as a liaison between the engineering teams located in Brantford and Muncy USA, facilitating communication and collaboration on product-related matters.
- Provide regular updates and reports to management on engineering-related activities, progress, and challenges, highlighting any issues or opportunities for improvement in cross-site collaboration.
- Foster a collaborative and cohesive working relationship between the Brantford and Muncy PA engineering teams, promoting knowledge sharing, best practices, and continuous improvement in product development processes.
- Customer Project Support:
- Create engineering layouts and configurations to support customer projects, customizations, or special requirements, ensuring alignment with product capabilities and specifications.
- Collaborate with operations, project managers and customers to understand project requirements, constraints, and objectives, and develop tailored solutions to meet specific needs.
- Provide technical guidance on rebuilds and support throughout the project lifecycle, from disassembly, repair, reassembly, run off, installation and commissioning.
- Ensure that customer projects are executed in accordance with agreed-upon timelines, budgets, and quality standards, and address any technical issues or challenges as they arise.
- Other Duties as Assigned:
- Perform any additional tasks or responsibilities as assigned by the supervisor or management team to support the overall goals and objectives of the technical support and sales support functions.
- Remain flexible and adaptable to changing priorities and business needs, willingly taking on new challenges and responsibilities as required.
- Proactively seek opportunities to contribute to the success of the team and the organization, demonstrating initiative, resourcefulness, and a willingness to go above and beyond the call of duty.
- Collaborate with colleagues across departments and functions to support cross-functional initiatives and projects, leveraging your skills and expertise to drive positive outcomes for the organization.
- Continuously seek opportunities for professional growth and development, actively participating in training programs, workshops, and other learning opportunities to enhance your knowledge and skills.
- Uphold the company's values, policies, and standards of conduct in all interactions and activities, representing the organization in a professional and ethical manner at all times.
Product Technical Support - Brantford, Canada - ANDRITZ AG
Description
Every day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key industries that are shaping the future of the world we live in.
As a Product Technical Support specializing in Product Manager and Project Manager Support, you will play a critical role in providing technical assistance and expertise to sales agents to enable them to effectively promote and sell our products. You will be responsible for resolving technical inquiries, conducting product demonstrations, and supporting sales initiatives to drive revenue growth and customer satisfaction.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.