After Sales Technical Support Advisor

Job description

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet. As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better. The Technical Support and Field Service Specialist role is key to delivering expert technical support and resolving equipment issues for local customers. You will provide cost-effective solutions, conduct impactful training seminars, collaborate with internal teams to drive product and process improvements, and ensure smooth commissioning of Armstrong equipment at project sites. Key Accountabilities: Customer Support • Provide excellent technical support in an office-based environment or, at times, on-site for local customers. • Assist customers with problematic equipment and offer cost-effective solutions. • Respond to customer technical inquiries and provide support online or on-site. • Conduct on-site training seminars for regional representatives and customers. • Travel to various project sites (10% of scheduled time) to troubleshoot issues or assist with start-up and commissioning of Armstrong-supplied equipment. Coordination & Process Improvement • Perform additional departmental assignments as required. • Collaborate with internal teams and vendors to enhance products and processes. • Initiate corrective action, Root cause and Field service reports when necessary. • Implement recommendations to improve methods and reduce cycle times. What We’re Looking For To thrive in this role, you should bring: Education & Experience • University degree in electrical or building controls/automation with a minimum of 3 years’ experience in the related field. Alternatively, an HVAC diploma/degree or five (5) years of HVAC/Controls industry experience will be considered. • At least two (2) years of experience working with engineering, manufacturing, and distribution operations in an industrial environment. • Experience in technical support and/or customer service. Public speaking and training experience are assets. Technical Skills • Strong knowledge of centrifugal pumps, heat exchangers, and building automation controls. • Familiarity with building automation communication protocols such as BACnet and Modbus is required. • Experience with Tridium Niagara and wireless networking is a definite asset. Soft Skills • Strong technical aptitude with the ability to work independently and collaboratively in a fast-paced, evolving environment. • Creative problem-solving skills and ability to conduct root cause analysis. • Ability to break down complex problems into simplified solutions and provide clear, well-thought-out recommendations. • Strong team-oriented leadership skills with a proactive, action-driven approach. • Customer-first mentality with a commitment to taking ownership of support tickets and issues until customer expectations are met. • Excellent communication skills with the ability to engage in open and authentic discussions in all situations.