Technical Support Specialist

Job Description
Technical Support Specialist will focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support. Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. It will require strong people management and technical skills.  
Work Location: Remote or Minnetonka, MN or Oakville, Canada
Salary Range $70,000-$90,000
The support specialist will be troubleshooting water treatment equipment, this is not an IT role.
Responsibilities:
Supporting the customers globally whom have purchased Veolia based systems or products. 
Ensuring that the Veolia customers (install Base) has the best Customer Experience in the industry so that they return for high margin replacements.
Organize and drive feedback to engineering and product management for sustained product and project delivery improvement.
Manage incoming customer issues/claims with available tools to track & communicate cases until solutions provided to customers satisfaction.
Represent the Veolia technical support team as an active 24/7 after hours on call representative.
Manage customer warranty claims within assigned DOA levels & work with various business group’s (CSC, Engineering, Project/Product Management, After Market Services etc.)  to execute claim closure, parts identification & service opportunity identification.  
Training operator’s (understanding alarms, sequences, modes, CLC, OSC) Training can be via phone, web casts or actual site visits.
Demonstrated understanding of Controls/Programming/Networks across various water treatment systems.
Mechanical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with water treatment equipment (pumps, valves, instrumentation, relief valves, regulators, pneumatic systems, etc.).
Electrical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with electrical panels and water treatment equipment.
Support various mechanical issues with equipment outside of Veolia core products i.e. 3rd party vendor supplied equipment & parts.
Support various hydraulic issues including review of customer designed piping arrangements to resolve water hammer, air entrainment issues that are common with water treatment systems.
Support various instrumentation, calibration & set-point inquiries for Veolia systems that utilize on line instrumentation for measuring flow, pressure, temperature, level, pH, DO, conductivity/resistivity etc. 
Support process related issues including chemical dosages, best practices & helping customer with the day to day operation of their plants.