The Weir Group PLC

  • 2018-19095

    Posted Date 1 month ago(7/19/2018 10:20 PM)
    Engineering Technical Support III
    Shift Schedule
    Manages Others
  • Company Profiles

    Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.


    As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.


    Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.


    Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.


    We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.


    Business Need / Purpose of Role

    The Technical Support Representative is a highly motivated rotating equipment repair or engineering professional with excellent communication skills. This position will require an individual to develop and main strong customer relationships and provide superior service to the customer base. This individual requires strong rotating equipment repair knowledge and be able to communicate solutions to their respective customer base.

    Objectives & Measurement - Key Responsibilities

    Including but not limited to: 

    • Develops work orders and repair instruction specific to the customer’s needs for the operations team
    • Distribution of work packages to department supervisors noting delivery requirements
    • Establishes priorities for specific customer orders
    • Confers with department supervisors to determine job progress and to provide information on job changes
    • Works closely with department supervisors to ensure required delivery of projects
    • Resolves issues with customer directly including but not limited to offer or propose some experienced engineering solution if feasible.
    • Liaison between customer and operations to ensure communications are transparent.
    • Liaison with customers regarding specific jobs, provides job quotes, updates and final reporting
    • Provide senior level exceptional customer service to internal and external customers, maintain positive relationships with customers and works to research and resolve issues in a timely and productive manner
    • Receives customer requests via email and phone
    • Scans and files orders, reports and related information to each specific project as require


    Measurements:  Accuracy, client satisfaction


    Supervisory Responsibilities: This position has no supervisory responsibilities.


    Health & Safety : Key Responsibilities & Requirements:

    • Able to work in a manner that ensures the safety of themselves and others
    • Able to demonstrate compliance to company safety procedures and legal obligations
    • Recognise and report and resolve hazards identified
    • Confidence and ability to intervene on practices deemed to be unsafe
    • Engage and promote a zero harm culture
    • Be aware of physical limitations based upon job requirements

    Job Knowledge / Education and Qualifications

    Education and/or Experience:

    Bachelor’s degree with one (1) year related experience, or Associate’s degree with four (4) plus years’ related experience, or equivalent combination of education, training, and experience.


    Language Skills :

    Ability to read, analyze, and interpret documents such as safety rules, operating instructions, and procedure manuals.  Ability to write routine reports and business correspondence.  Ability to effectively present information and respond to questions from groups of customers or employees of the organization.


    Mathematical Skills:

    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.  Ability to apply concepts of basic algebra and geometry.


    Reasoning Ability:

    Ability to solve practical 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.


    Computer Skills:

    To perform this job successfully, an individual should have knowledge of inventory software; order processing systems; advanced proficiency in Microsoft Excel (spreadsheets), Microsoft Office Suite word processing software, and Project Management software 


    Other Skills and Abilities:

    Knowledge of spreadsheet analytical tools as well as other MS Office applications. Analytical and problem solving skills.   Ability to identify and resolve production issues as necessary.  Ability to determine and communicate potential customer delivery dates. Ability to prepare and authorize purchase orders for high- dollar commodities.  Lean manufacturing experience and APICS (American Production and Inventory Control Society) certification desired. Pull system experience.  Complete and thorough understanding of Material Planning Requirements.


    Other Qualifications:

    Exceptional interpersonal skills are critical.  Self-starter, able to work with cross-functional teams. Strong time management skills that require little supervision. Ability to work under deadlines and focus on multiple projects with minimal supervision 


    Physical Demands:

    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.


    The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus. 


    Work Environment:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Personal Protective Equipment (PPE) required in certain areas of the facility.  The noise level in the work environment is usually moderate.


    Core Competencies


    Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.


    Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.


    Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.


    Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.


    Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.


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