Technical Support Specialist

UGSI Chemical Feed, Inc. (“Chemical Feed”) is a wholly-owned subsidiary of cleanwater1, Inc., a global provider of on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems serving the water and wastewater treatment industries. UGSI Solutions, Inc., through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market.

The Technical Support Specialist is responsible for providing internal and external technical support specializing in the cleanwater1 product lines. This position will troubleshoot directly with customers to understand and resolve their technical needs. This position will help improve customer training and satisfaction, and drive sales of parts and services. They will be a technical resource for internal teams including project management, engineering, and manufacturing.

The successful candidate will be a detail oriented, self-starting, creative problem solver with a customer‑centric personality. They will have strong technical, organizational, and communication skills. They will be a team player with excellent record‑keeping skills and MS Office proficiency. This position will be primarily remote support via phone call or video conferencing but will include on‑site support as required. This position is based out of our Vineland, NJ facility.

• Responsible for assessing customer needs, providing answers, help, and troubleshooting assistance to ensure a positive customer experience.
• Maintain Salesforce service cases by updating records, completing required fields, and documenting activities.
• Track customer interactions, work performed, and warranty activity, to maintain accurate customer records.
• Review, revise, and improve technical documentation of product lines including but not limited to O&Ms, as‑builts, and troubleshooting guides.
• Develop and implement troubleshooting strategies and best practices to improve efficiency and quality of technical support services via written and verbal communications.
• Work with internal personnel, customers/agents, and contractors to ensure successful installations, start‑ups, and service.
• Support the aspects of engineering, project management, and field services to include providing site‑readiness evaluations, start‑up assistance, technical advice, and customer training.
• Evaluate product performance and determine when actions are needed for customers to upgrade or reposition products.
• Collect, record, and evaluate product troubleshooting trends and work with managers and engineering to reduce their occurrence.
• Prioritize and manage time efficiently both as an individual and a team member.
• Participate in and run both in person and virtual meetings.
• Create, manage, and maintain valuable relationships with customers and key accounts.
• Help drive the sale of aftermarket parts and services.
• Perform equipment failure analysis of RMAs and provide report of findings.
• Travel to customer sites for training purposes or as needed on complex jobs.

• High school diploma, GED, or equivalent combination of education and experience required.
• Three or more years' experience working on electromechanical equipment including pumps, motors, blowers, VFDs, PLCS
• Working knowledge of PVC piping, fittings, valves, and basic plumbing practices used in industrial and commercial installations.
• Experience reading and working off construction drawings, P&IDs, electrical one lines, etc.
• Experience working safely with AC and DC voltage.
• Experience using a multimeter and megger.
• Experience at and around construction jobsites and an understanding of the safety requirements.
• Ability to think critically and problem solve while maintaining appropriate active listening and emotional intelligence.
• Ability to work on several tasks at once while meeting all assigned deadlines.
• Strong verbal, written, and interpersonal communication skills.
• Superior organizational and note taking abilities.
• Proficient in MS Word and Outlook.
• Ability and willingness to travel to customer sites when necessary.
• Follow all safety procedures…