Provides customers and end users with product and technical support by assessing potential application of company products to meet customer needs. Plays a key role in supporting the strategic growth and development of our Industrial Internet of Things (IIoT) product line. This position will work closely with the Global Product Managers and the Product Line Director to drive marketing initiatives, execute sales strategies, and support product development efforts.

Job Model:  Hybrid

All fully remote positions will require you to travel on site 2-4 times per month depending upon business needs at your own expense.

Hybrid positions will require employees to work both on-site and remote each week under a schedule that has been determined and agreed upon by you and your manager.

On-Site positions will require employees to work on-site for each of their scheduled shifts.

• Responds to basic and moderately complex technical customer inquiries on the telephone, through on-line networks, mail system, and traveling to the designated customer site which allows them to understand how to use the product properly.

• Handles customer problems that appear to arise from the use of the product. Handles requests for replacing defective parts which involves communicating with manufacturing and sales departments to make sure fixes are received and tested.

• Assists in the final testing of new products, plans and schedules levels of support according to product release schedules which involves completing, maintaining and processing pertinent paperwork and records where necessary.

• Receives assignments from supervisor to develop, write, and edit material for reports, manuals, instruction books, catalogs, and related technical and administrative publications.

• Guide customers on applications related to IIoT and how AWC products can be utilized

• Assist customers in the setup and commission of their IIoT system, supporting installation, sensor and gateway configuration, cloud setup and operation

• Provide on-site training after installation to enable customers to use the new solution

• Guide customers on applications related to IIoT and how AWC products can be utilized

• Assist customers in the setup and commission of their IIoT system, supporting installation, sensor and gateway configuration, cloud setup and operation

• Provide on-site training after installation to enable customers to use the new solution

• Acts as the internal subject matter expert on the IIoT platform, staying current with updates, capabilities, and analytics features.

• Supports Product Managers and Product Line Director with customer feedback and market/application insights.

• Reviews product design for compliance with engineering principles, company standards, and customer contract requirements, and related specifications.

• Reviews end users project instructions and blueprints to ascertain test specifications, procedures, objectives, test equipment, nature of technical problem, and possible solutions such as part redesign, substitution of material or parts, or rearrangement of parts or subassemblies.

• Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgment and overall adequacy and accuracy.

• Ability to solve practical to moderately complex problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Failure to achieve results or erroneous decisions or recommendations may cause delays in program schedules and result in the allocation of additional resources.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Understanding of industrial sensors, cloud platforms, networking, and predictive maintenance solutions is a strong plus.

• Ability to interpret IIoT dashboards, KPIs, and analytics and communicate insights to customers.

• Strong interpersonal, telephone, written and verbal communication skills

• Hands-on, technician-level capabilities.

• Strong analytical and technical skills.

• Strong problem solving skills and ability to troubleshoot.

• Ability to interact professionally in an interdisciplinary technical team.

• Strong customer service skills.

• Multi-tasking ability.

• Ability to travel.

• B.S. degree in Mechanical, Electrical, Computer, or other Engineering discipline (or closely related technical field)

• 1 - 2 years related experience

• IoT knowledge and/or experience a plus

• Ability to write reports and assist with presentations.

• Ability to conduct research analysis.

• Ability to deal with emergency situations, using sound and logical thinking in choosing a particular course of action.

• Ability to effectively deal with agitated customers, vendors, or employees.

• Strong computer skills including e-mail, word processing, spreadsheets and databases.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, talk or hear and reach with hands and arms. Specific vision abilities required by this job include close vision. Moderate noise (i.e.; computer printers, traffic) exists daily in the work environment. Lifting requirements up to 50 pounds.

A.W. CHESTERTON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This role is a U.S. based role. If the candidate resides in the desired location of the role, the appropriate pay structure and benefits will be discussed with the candidate before they are formally invited to interview.

Targeted pay range: $70k - $75k/annually depending on experience

Chesterton is committed to paying all its employees in a fair and equitable manner. The pay range associated with this position ($70k - $75k/annually DOE) is Chesterton's good-faith salary estimate for the presently available position. Several roles at Chesterton are considered “leveled” positions and as such, the company reserves the right to advertise and or hire for this position at appropriate level depending on applicant’s skillset/experience. If the salary range to be offered for a “leveled” based position (I, II, III, etc.) is different than what was advertised on any posting, that range will be discussed with the candidate before they are formally invited to interview.

Hired applicants may be eligible for additional incentive compensation depending on the level and or function of the position which will be discussed with the candidate prior to formal interview. Payments under these programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

Please note that the final salary offered for any position will be based on many factors, including but not limited to: candidate qualifications such as education and experience, internal equity, geographical location, and budget. Please note, it is not the company's usual practice to hire near or at the top of a pay range for any position that is available.

Chesterton anticipates the application window closing approximately 45 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require Chesterton to shorten or extend the application window.

All of A.W. Chesterton Company employment is contingent upon successfully passing a background check and the respective medical surveillance requirements.

Chesterton is an equal opportunity employer  M/F/V/D. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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