Date Posted: 8/26/25
Full Time: Holliston, MA
Category: Exempt
Reports to: Director Customer Service

Position Summary:

Provides effective technical support by utilizing in-depth knowledge of company products and procedures. Provides field support as needed, and conducts training for employees, customers, and distributors.

KEY RESPONSIBILITIES & REQUIRED FUNCTIONS

• Prepares detailed quotations for distributors and customers.
• Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
• Provides phone and email technical support for pumps, controllers, and sensors.
• Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
• Reviews detailed specifications and makes proper product selections. Documents exceptions to specifications when necessary.
• Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
• Conducts product training for distributors, customers and internal personnel.
• Participate in trade shows as needed.
• Visit field installations to provide support as needed.
• Assist Product Managers on new product development and generation of product specifications.
• Provide market data and information on competitors to Product Managers.
• Embrace automation and work with management to help design automated tools that can support the Customer Service and Technical Support department
• Communicates with distributors and customers by phone and email.
• Responds to product inquiries from domestic and international distributors and customers.
• Assist distributors and customers to ensure proper selection and installation of products.
• Some travel may be required.

ESSENTIAL QUALIFICATIONS AND CORE COMPETENCY

• Bachelor’s degree in electronics, engineering technology, industrial technology, or equivalent.
• 8+ years’ experience with analytical controls, metering pumps, and/or water treatment equipment.
• Strong organizational skills
• Excellent oral and written communication skills including presentation skills for both small and large groups
• Proficiency in Microsoft Office Products
• Effective training skills
• Data analysis and problem-solving skills
• Experience working as part of a team and as a manager
• Successful relationship building skills
• Familiarity with Walchem equipment and controls
• Ability to patiently defuse conflicts
• Good listening/troubleshooting skills
• Proven technical knowledge through educational achievements and work experience
• Time Management – ability to organize and manage multiple priorities in a fast-paced environment
• Ability to work well with little supervision
• Detail oriented
• Ability to remain calm during stressful situations