Technical Advisor

LUFKIN•Odessa, TX

4d•Onsite

About The Position

The Technical Advisor role involves providing expert technical support and guidance to clients and internal teams. Responsibilities include troubleshooting, installation, setup, maintenance, repair, customer support, training, system optimization, reporting, and collaboration with remote teams and product development. The role requires extensive technical knowledge of Lufkin hardware, software, and communication systems, strong problem-solving abilities, excellent communication and customer service skills, and efficient time management. Travel to client locations, including potential international travel, is a significant aspect of this position, along with adherence to safety and compliance protocols.

Requirements

Intimate understanding of Lufkin hardware, software, and communication systems.
Ability to quickly diagnose and resolve technical issues.
Ability to explain complex technical concepts in a simple, clear manner.
Professional demeanor and patience when dealing with clients.
Ability to manage multiple tasks and service calls efficiently.
Adherence to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
Ensure compliance with industry regulations, client policies, and legal requirements.
Follow company guidelines and the use of Motive APP.
Participate in weekly safety meetings.

Nice To Haves

Training and assistance for the set up and installation of hardware, software, and systems at client sites.
Train onsite personnel on the testing and repair of variable speed drive chassis.
Develop FAQs or user guides to help Lufkin and partners solve common issues independently.
Coordinate with headquarters.
Provide updates.
Work with Missouri City engineering to resolve issues.
Participate in group discussions for the development and improvement of products.
In some instances, international travel may be required for training purposes.

Responsibilities

Troubleshoot and diagnose hardware, software, or system failures through on-site intervention.
Install, set up, and configure equipment, software, and systems at client sites.
Test systems after installation to ensure proper functioning and performance.
Perform routine maintenance, updates, and upgrades to prevent downtime and improve performance.
Repair or replace malfunctioning equipment components, including variable speed drive chassis.
Serve as the primary point of contact for technical assistance and guidance.
Train internal personnel and Lufkin partners on system usage, maintenance, and basic troubleshooting.
Create documentation such as FAQs and user guides.
Participate in customer and internal training seminars.
Partner with operations to understand needs and manage training and support programs.
Optimize system settings for improved performance.
Collaborate with the Automation Tech support team to communicate successes and areas for improvement.
Document issues, solutions, service actions, and customer feedback.
Log service history for support calls, repairs, and replacements.
Coordinate with the electrical team to address recurring issues and implement solutions.
Collaborate with remote technical support teams and engineers to resolve complex problems.
Communicate progress and solutions to management or remote support staff.
Test new firmware releases in the field to ensure proper operation.
Participate in product development discussions for improvements and new offerings.
Work with 3rd party vendors to test and develop new product offerings.
Travel to client locations for field support, potentially requiring extended travel or overnight stays.
Plan and coordinate site visits based on urgency and availability.
Adhere to safety guidelines and industry regulations during installations, repairs, and modifications.
Follow company guidelines for the use of the Motive APP and participate in weekly safety meetings.