Principal Support Engineer and Technical Trainer

Mettler-Toledo Auto Chem is seeking a Principal Support Engineer and Technical Trainer for its Columbia, MD location. Reporting to the Global Service Product Manager, this position is responsible for managing technical support for US customers and comprehensive support for a global team of Field Service Engineers, Technology and Applications Consultants, and Account Managers to include quotation guidance, troubleshooting difficult/unknown problems, applications support, and customer complaints.

Responsibilities will include technical training, initiating Quality Notifications for product, process, and customer issues while monitoring installation records for Out of Box Failures and working across departments to drive customer satisfaction through high quality and timely response for rapid resolution of reported problems.

• Manage the triage of customer requests to ensure a 1-business day response time.
• Manage technical support to US customers via phone and email to ensure closure within 5 business days.
• Manage escalations of complex technical support cases and customer complaints.
• Manage the initiation process to update technical documentation with document owners for knowledge gained through complex customer requests.
• Manage the process to initiate new service materials with Service Product Management via the Material Introduction Release Process.
• Manage the process to initiate engineering changes with Service Product Management for service materials via the Engineering Change Management Process.
• Review, approve, and communicate all new supporting processes and reference guides to harmonize technical support activities across all team members.
• Review, approve, and communicate all new phone and email scripts to optimize technical support communications with customers and field teams.
• As the primary or secondary instructor, develop and execute remote and/or classroom trainings at the advanced and expert levels.
• Provide hardware and software testing support for new product development projects and service pack updates.
• Provide pre-study service support for new product development projects.
• Provide new hire onboarding support and on-the-job training for technical support processes, policies, and procedures.