North America Process NIR/RF Applications Support Engineer

KPM Analytics • Westborough, MA

5d • Hybrid

About The Position

The North America Process NIR/RF Applications Support Engineer is responsible for providing applications, technical, and service support for KPM’s Process NIR and RF product lines across North America. This role supports customers, distributors, and internal sales teams by ensuring successful product implementation, operation, and ongoing performance.

Requirements

• Experience with process analytical instrumentation required
• Strong verbal and written communication skills required
• Bachelor’s degree in electrical, Process, Chemical Engineering, or a related field required
• Effectively presents information to support sales efforts and tailors messaging to the audience’s level of expertise
• Demonstrates initiative and persistence to achieve customer and business goals both remotely and on-site
• Evaluates multiple solutions, identifies inconsistencies, and makes informed decisions
• Breaks down complex issues into manageable steps and implements effective solutions
• Collaborates effectively, values input from others, and shares expertise
• Understands customer needs and develops actionable plans to meet those needs
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)

Nice To Haves

• Industry experience in building materials, food and snack food, agriculture, tobacco, paper, paper/film converting, wood, chemical, automotive, mining, or pharmaceutical industries is a plus
• Knowledge of NIR (Near-Infrared) and RF (Radio Frequency) technologies is a plus
• Experience connecting instrumentation to industrial PLCs, PCs, and manufacturing software systems preferred
• Familiarity with communication protocols such as Modbus over Ethernet/IP, DeviceNet, Profinet, Profibus, Ethernet TCP/IP, and RS-485/422 is a plus
• experience with CRM systems (e.g., Salesforce) preferred

Responsibilities

• Provide applications and technical support, as well as training for product installation, operation, and troubleshooting via phone, email, and on-site visits to customers, distributors, and sales teams across North America
• Manage and assist with support tickets using Salesforce, ensuring timely updates and resolution to completion
• Ensure customer and service feedback is communicated to appropriate internal teams for effective problem resolution
• Attend trade shows and exhibitions to introduce KPM solutions and provide technical expertise
• Maintain technical knowledge and familiarity with all KPM Process product lines
• Develop and maintain documentation to support service requirements; write and update customer procedures as needed
• Recommend improvements to procedures, product design, equipment, or suppliers based on customer and field feedback
• Participate in training sessions for customers, distributors, and internal sales staff
• Adhere to reporting requirements, including weekly expense reports, itineraries, and three-week travel schedules

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level