Service Engineer

Job Description

Who We Are
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Plastometrex is a fast-growing technology start-up based in Cambridge in the United Kingdom with an ever-growing international presence. We are backed by top-tier investors and have developed a global customer base across a variety of industries.

Founded by former University of Cambridge scientists, we are passionate about helping companies and educational institutions gain an in-depth understanding of the mechanical properties of their manufactured parts and materials in a fraction of the time and cost of other testing methods.

As a company, we have created a culture of transparency, collaboration, and integrity - we are looking to grow our team with people who share these values.

Who You Are
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Working within the Technical Support Team, you will carry out the training, installation and servicing of our innovative PLX-Portable system -- an NDT tool being deployed in the midstream oil and gas industry to support safe working practices and asset integrity programs. The successful candidate would need to be based in Houston, Texas, and be prepared to travel extensively within this area and across the US. There will also be opportunities to travel to our UK head office.

You'll play a key role in ensuring maximum system up-time and ensuring service agreements and warranty obligations are fulfilled. If you're looking for a challenging role, where you can combine your technical, troubleshooting and customer facing skills then this could be the perfect role for you.

What You'll Do
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The successful candidate will be involved in:

* Refining and delivering training courses for best practise use of Plastometrex products.
* Installing and commissioning products on site with customers across the US, ensuring performance is in line with manufacturer specifications and industry standards.
* Diagnosing and resolving a broad range of service requests, both remotely and in-person, receiving requests from multiple channels and dealing with a variety of stakeholders.
* Helping set up service infrastructure where needed and maintaining excellent support services in a fast-paced and ever-changing environment.
* Building and maintenance of equipment, test rigs and fixtures.
* Supporting the installation of the Portable Plastometer in the assigned territory and leading the repair activities and maintenance services.
* Ensuring preventative maintenance actions are carried out precisely and on time and all service and maintenance works are clearly and accurately documented.
* Owning customer issues from identification to resolution and maintaining great customer satisfaction.
* Capturing feedback from customers and communicating this with the product development team.
* Undertaking extensive product training and then maintaining skills and knowledge as systems and processes evolve.
* Maintaining strong communication with the UK parent company

We are a diverse company, and roles can change and evolve. You will be willing to turn your hand to anything within the Support Engineer remit that supports the wider Plastometrex team with delivering its objectives.

What You Bring
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You'll have a practical, hands-on flexible approach, be a great team player, and be happy to throw yourself into a fast-paced environment. We're also looking for:

* Have familiarity with professional testing equipment like universal testing machines and hardness machines.
* Have familiarity with NDT techniques (UT, MPI, etc.) used in asset integrity in the oil and gas industry plus field service experience within a similar environment.
* Be a proactive problem solver, able to ask questions and get information to correctly diagnose problems quickly and understand what level of support is needed when a problem is presented.
* Be responsive to issues that are escalated and able to resolve these for the customer with minimal direction and supervision.
* Be able to identify areas for improvement and generate pragmatic solutions to bring positive change.
* Be a great communicator and organiser, and able to build and sustain productive working relationships with all colleagues globally. You'll be able to explain technical service issues to non-technical staff with ease.
* Demonstrate a broad technical background, ideally covering mechatronics.
* Have a track record of working as part of a multidisciplinary team including communicating with a range of stakeholders.
* Provide demonstrable experience of defining and running tests, analysing results and building or maintaining equipment.
* Effectively manage your own time with a strong desire for continuous improvement. Time will be spent working away from home, and it may be necessary to work some extended hours when the need arises.
* Have a relevant technical background (Degree, Masters, or equivalent in an engineering type field).
* Show strong organisational skills, being responsible for a variety of key planning and coordinating activities, including maintaining and adhering to timelines and contracted Service Level Agreements.
* Be willing to work in cross-functional environments with a flexible and adaptable attitude.
* Have a proven track record in independent troubleshooting and repair of relatively complex electromechanical systems.
* Have excellent written and spoken English, and the ability to use Microsoft Office.
* Be happy to work in diverse situations and a willingness to acquire new skills.
* A willingness to travel within the United States and to the UK.

**Think you aren't perfectly qualified for every box on this list? Apply anyway! We care more about finding the right person with a growth mindset and transferable skills. If you have at least 70% of the skills we need, we would love to meet you.**

What We Offer
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Benefits:

* Healthcare
* Dental
* Vision
* Competitive PTO

Compensation:

* $65k - $78k starting salary range; commensurate with experience.

Job Type:

* On-Site, Houston, Texas.

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