Instrumentation Support Specialist

As our Instrumentation Technical Support Specialist, your primary duties will include: - Providing technical assistance by acting as the main point of contact for customers and distributors needing help with the installation, configuration, calibration, and operation of instrumentation products (e.g., flow and level measurement). - Troubleshooting and diagnosing issues by analyzing product performance problems related to hardware, firmware, or applications and guiding customers through corrective actions via phone, email, or remote sessions. - Documenting support cases by recording customer interactions, troubleshooting steps, and outcomes in the company’s CRM or support system to ensure traceability and enhance future responses. - Developing and maintaining knowledge resources by creating and updating standard operating procedures (SOPs), troubleshooting workflows, internal knowledge base articles, and training materials. - Performing product testing and evaluation by recreating customer issues, verifying firmware revisions, and assisting with quality assurance testing of new hardware or software releases. - Assisting the sales and order processing team by providing technical insights for quotations, product selection, and compatibility inquiries as required. - Supporting warranty and RMA processes by helping customers identify potential product failures, determining warranty eligibility, and coordinating return, repair, or replacement procedures. - Providing training and product demonstrations by conducting remote or onsite training sessions for customers, distributors, and internal staff regarding instrumentation setup, diagnostics, and best practices. - Monitoring support trends and recommending improvements by tracking recurring issues, identifying training or product enhancement opportunities, and suggesting process improvements to optimize customer support operations.