Customer Service and Reliability Technician

The Customer Service & Reliability Technician initiates, coordinates, and maintains a flow of materials and information to various accounts to ensure the highest levels of customer service.

The incumbent will make routine and complex seal and equipment mechanical repairs & recommendations, works in house, and, at customer’s site to troubleshoot and investigate root cause of failure.

This role will also make recommendations to improve seal and pump performance based on training and is responsible to resolve immediate customer inquiries.

Travel as required to perform duties and work directly with customers.

The role is 60% CSR and 40% engineering/repairs work.

Customer Service:

• Receive, review & enter sales orders based on customer purchase orders as well as keeping proper documentation in the ERP system.
• Keep a clear and open communication with customers in regards to the delivery, pricing and status of their orders. 
• Summarize the survey to customer by ratings.
• Review order status to insure proper scheduling methods to meet delivery dates and achieve customer satisfaction.
• Analyze processes and create reports.
• Generate complex quotes for intercompany and external customers.
• Liaise with Quality Department on RMA and AQR’s.
• Ability to deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
• Manage special projects as assigned by management.
• Communicate orally and in writing with customers, company personnel, and vendors providing counselling, recommendations, and technical assistance.

  May include making both technical and commercial presentations to customers or management.

• Make recommendations to management in order to assist in development and management of partnership programs. 

Engineering/Technical:

• Troubleshoots specific customer applications and analyses, evaluates, and rectifies seal operation problems and failures.
• Assist and direct development of customer seal standardization programs.
• Assists with developing inventory management programs to be implemented by customers.
• Solves problems on existing installations pro-actively.
• Negotiate with customers and sales personnel regarding material changes or modifications of customer equipment, seal, or auxiliary equipment.

  Help customers find and define productivity improvements obtained through seal upgrades.

• Approve overall seal and component part design and materials, proposals, layouts, installation, assembly and detail drawings.
• Improves MTBR and reduces material costs.
• Recommend new standards and procedures on design and manufacture of seal components.
• Observe and report field performance results; collect and evaluate customer’s data, while working with local John Crane office and sales representative.

We believe that different perspectives and backgrounds are what make a company flourish.

All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics.

We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

You will be a perfect fit if you have:

• Educational college degree or mechanical engineering related education (BS would be a plus).
• Previuos experience as technician or have worked with mechanical repairs (highly desirable).
• Working knowledge of personal computing, CAD (Solid Edge preferred).
• Good communication skills.
• Analytical skills.
• Working knowledge of relevant industry standards.
• Experience working in a refinery or working with rotating a equipment a plus.

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers’ evolving needs, and touch the lives of millions of people every day.

We are a FTSE100, global business of around 23,000 colleagues, based in 55 countries.

Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes.

Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage.

We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170 year history of innovation, and five global divisions, all experts in their field.

John Crane (www.johncrane.com) is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries.

The company designs and manufactures a variety of products including mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies.

John Crane customer service is accessed through a global network of more than 200 sales and service facilities in over 50 countries.

Fiscal year 2016 revenue was greater than 1 Billion USD (£830m).

John Crane is part of Smiths Group (www.smiths.com), a global leader in applying advanced technologies for markets in threat and contraband detection, energy, medical devices, communications, and engineered components.