Become A Technical Advisor

* Provide input into the ideal support model for commercial Information Workers (IW);
* Drive readiness for a team of contractors that will deliver the front line support;
* Engage on any critical customer escalations and ensure customer resolution as well as post mortem analysis to avoid future breakdowns;
* Host regular technical reviews with key stakeholders;
* Engage with the WDG Product Group to roll out new tools and experiences for mWaaS support offering;
* Be the liaison between support (CSS) and engineering (WDG; OPG) to drive issues to a resolution on a timely manner;
* Partner with engineering to drive innovation for our support tools and enable use of telemetry;
* Bring your creativity and innovation to test out new ideas and set the future direction of the Modern Workplace as a Service support experience

* Responsible for planning, directing, and coordinating engineering efforts in the delivery of Intelligent Completions products and services.
* Provides applicationexpertise and specialized technical data to Business Development, Application Engineering, Training external Customers and Operations to support product and service applications globally.
* Provides subject matter support on Intelligent Completion design to regional personnel including completion design, equipment ordering, manufacturing interface, operations planning, and in-office installation support.
* Customer facing contact responsible for acting as interface between Product Line, Manufacturing, and the overall internal organization and the customer/end-user.
* Responsible for technical proposals that are developed using Halliburton Integrated Proposal System (HIPS), SAP, and the required engineering design programs and databases maintained to track wins/losses, pricing, and job success.
* Responsible for ensuring the Company's technical, commercial and operational capabilities to customer needs through developing a clear understanding of the customer's business and technical issues and drivers and effective delivery of technical sales presentations and personal working relationships.
* Up to 40 percent of travel to visit Halliburton locations and customers in the Latin America region

* Provide clear communication and technical guidance to railroad employees, management, GE employees, including; troubleshooting, material assistance, tooling and / or locomotive status, safety procedures, productivity and process improvements, and contract requirement clarification
* Coordinate and provide instruction on key programs and procedures related to locomotive maintenance / modifications
* Develop and maintain strong customer relationships to create repair opportunities in the shop and to gain access to craftsman labor force
* Train and monitor work activities for safe and efficient locomotive repairs
* Work as part of a cross functional team, driving a "one team" focus, dedicated to customer success within the shop
* Ensure compliance with all applicable regulations, OSHA work practices, and industry / site specific work rules
* Be responsible for all shift performance and execution, customer communications and issue resolution
* Make risk assessments balancing customer requests with GE requirements
* Work with various software systems to manage material, labor plans, and other systemic requirements
* Work with customers externally and internally to identify new opportunities to improve our current processes as well as design and implement progressive management processes and systems based on LEAN and Six Sigma

* Meet or exceed department metrics at the individual level
* Identify and manage customer escalations and utilize cross-functional relationships to negotiate ‘win-win’ solutions
* Handle all level of incoming technical and customer support questions from internal and external customers providing prompt, accurate answers
* Provide efficient, technical trouble shooting support for online Hach systems and related Hach software
* Understanding of PLC and other data collection software/systems a plus
* Fluent on all of technical support business systems and procedures
* Responsible for contributing development of Technical Support Knowledge Base
* Relay pertinent product information from customers to company so the company can continue to improve its products and services
* Act as a liaison between Technical Support and all cross-functional departments to relay Voice of Customer, (VOC), and drive continuous improvement
* Identify sales opportunities, and understanding the industries, vertical markets and products and submitting leads to drive appropriate up-sell and cross-sell opportunities to the customer
* Provide marketing literature and specification sheets to customers, and keep up-to-date knowledge of the industry as well as the competitive posture of the company
* Establish a long-term customer relationship with thorough follow-up and contact
* Thorough understanding of customers business requirements and position Hach’s solutions to real business needs
* Possess the ability and the daily discipline necessary to focus on key functions and activities
* Provide mentorship and exhibit ‘role model’ behaviors for TCS and CSRs where appropriate
* May provide back up support and administration for managers and supervisors.
* Other duties as assigned
* CRITICAL COMPETENCIES / LEADERSHIP ANCHORS:
* Charts the Course –
* Ability to identify and utilize resources and display strong ownership skills
* Ability to accomplish multiple goals and projects delivering expected results
* Builds, People, teams & Organizations –
* Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance
* Leads, energizes and engages individuals to achieve personal development and business goals
* Promotes collaboration within and across the business and facilitates resolution of conflicts quickly and effectively
* Drive innovation & Growth-
* Dedicated to exceeding the expectations of both internal and external customers
* Demonstrates the ability to generate new ideas and improvement opportunities through customer feedback, VOC
* Leads through DBS –
* Is aware of and appropriately uses the DBS tools
* Qualification
* Associate of Applied Science degree in a technical field or equivalent experience.
* Bachelor of Science degree preferred.
* Preferred aptitude for working in mechanical and electrical principles, Environment Sciences or equivalent required
* Experience in one or more of Hach’s key markets (drinking water, wastewater, and industrial) preferred
* One to two years’ experience in customer service, technical support, field service, and/or previous Supervisor experience required
* Prior call center experience helpful
* Knowledge in order management, customer support and technical support processes
* Must have the ability to make sound customer related decisions and respond quickly to customer needs
* Demonstrated computer proficiency.
* Experience with MS Office, Salesforce and Oracle preferred
* Ability to adapting to changes in expectations, metrics, and environment as business needs demand

* TECHNICAL LEADERSHIP AND ADVICE FUNCTIONS:
* Expands and strengthens FHI 360’s technical capacity in preventing violent conflict and extremism, and positively engaging youth.
* Provide technical advice and leadership to FHI 360’s programs and activities aimed at preventing violent conflict and extremism, and/or engaging and empowering vulnerable youth.
* Train and advise FHI 360 DC and field-based staff in preventing and countering violent extremism(P/CVE) approaches, including integrating them into the design, implementation, and monitoring and evaluation of programs in other sectors.
* Train and advise FHI 360 DC and field-based staff on positive youth engagement approaches.
* Lead and contribute to internal and project-funded research and technical product development in the areas of P/CVE and positive youth engagement.
* Share best practices and contribute to the knowledge base through participation in P/CVE and/or youth engagement related forums and technical networks, and share new knowledge/evidence and best practices with CSPB staff, as well as through collaboration with relevant departments and personnel.
* BUSINESS DEVELOPMENT AND OUTREACH
* RELATED FUNCTIONS:
* Track development opportunities in the P/CVE and youth engagement practice areas for CSPB and develop and maintain strategic relationships with development partners and donors.
* Serve as technical lead or technical contributor for select CSPB proposals for P/CVE, youth engagement, and other related programs.
* Provide proposal inputs to other FHI 360 business units as needed for P/CVE and youth engagement activities and approaches, across sector