Technical Advisor

Technical Advisor

Responsibilities include but are not limited to the following:

Troubleshooting and Diagnosis

• Identify issues:
  Use diagnostic tools, analyze symptoms, and communicate with end-users to understand the problem.
• Resolve technical problems:
  Resolve hardware, software or system failures through on-site intervention.

Installation and Setup

• Installation of equipment:
  Training and assistance for the set up and installation of hardware, software, and systems at client sites.
• Configuration:
  Configure devices, networks, or applications to meet client needs and specifications.
• Test systems:
  Ensure all systems are functioning correctly after installation, performing tests to verify performance.

Maintenance and Repair

• Perform routine maintenance:
  Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
• Repair or replace parts:
  If equipment malfunctions, diagnose the issue and repair or replace damaged components.
• VSD repairs:
  Train onsite personnel on the testing and repair of variable speed drive chassis

Customer Support and Training

• Customer interaction:
  Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
• Provide training:
  Train internal personnel as well as Lufkin partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.
• Develop FAQs or user guides:
  Create documentation or guides to help Lufkin and partners solve common issues independently.
• Perform training seminars:
  Participate with customer and internal training seminars

Relationships

• Partner with operations to better understand their needs and focus to effectively manage training and support programs

System Optimization

• Optimize settings:
  Adjust configurations or settings to improve performance
• Teamwork:
  Work with the Automation Tech support team to communicate successes and opportunities for improvement

Reporting and Documentation

• Create reports:
  Document issues, solutions, service actions taken, and customer feedback
• Log service history:
  Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes

Common Issues

• Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrence

Collaboration with Remote Teams

• Coordinate with headquarters:
  Collaborate with remote technical support teams and engineers to solve complex problems
• Provide updates:
  Communicate progress and solutions back to management or remote support staff as needed

Testing and Verification

• Reported issues:
  Work with Missouri City engineering to resolve issues
• FW testing:
  Test new FW releases in field environment to ensure proper operation

Product Development

• Development:
  Participate in group discussions for the development and improvement of products
• 3rd party products:
  Work with 3rd party vendors to test and develop new product offerings

Travel and On-Site Visits

• Travel to client locations:
  Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
• Schedule visits:
  Plan and coordinate site visits based on urgency and availability.
• International Travel:
  In some instances, international travel may be required for training purposes

Safety and Compliance

• Follow safety protocols:
  Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
• Ensure compliance:
  Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.
• Driving:
  Follow company guidelines and the use of Motive APP
• Safety Meetings:
  Participate in weekly safety meetings

Skills Required:

• Technical knowledge:
  Intimate understanding of Lufkin hardware, software, and communication systems.
• Problem-solving:
  Ability to quickly diagnose and resolve technical issues.
• Communication skills:
  Ability to explain complex technical concepts in a simple, clear manner.
• Customer service:
  Professional demeanor and patience when dealing with clients.
• Time…