Position Summary

The Geotechnical Customer Support Engineer is responsible for directing and managing the Technical Support Team to provide technical assistance to internal and external customers. This will include remote telephone online assistance, as well as on-site support when necessary.  Typical request will include, but not limited to, advice on instrumentation plans and layouts, commissioning of new equipment, troubleshooting existing installed instruments and analyzing sensor data and system performance to identify, understand, and report on product and application compliance.  This position will report to the General Manager.

Key Responsibilities

  • Read and interpret data from field instruments such as inclinometers, piezometers, load cells, and other geotechnical products;
  • Perform and review calculations such as slope stability, settlement, bearing capacity, etc.;
  • Provide and oversee after-sale technical support to customers to help drive satisfaction, customer retention and growth;
  • Direct and manage the work and development of a technical support team;
  • Provide Sales team with technical support and assist with quotes for automated data acquisition systems, power budgets for instrumentation systems, and software demonstrations;
  • Work closely with other team members including Engineering, Sales and Production
  • Track all customer support touchpoints in Company’s customer support database;
  • Perform on-site field support when necessary, that may include equipment installation, troubleshooting instruments and use applications, manual equipment readings, and maintenance consultation
  • Up to 20% travel with occasional night and weekend work;

Experience, Skills, and Education

  • BS in Geotechnical Engineering, Geology, or related degree:
  • Certified Professional Engineer or Geologist preferred;
  • Minimum of 5 years of experience as a Geotechnical Engineer, Geologist, Environmental Engineer, or similar position required;
  • A capacity for accuracy and detail in performing technical observations and analyses required;
  • Strong qualitative and quantitative research skills;
  • Must have experience reading and interpreting data from geotechnical instruments;
  • Excellent analytical and problem-solving skills;
  • Outstanding oral and written communication and people skills;
  • Must be able to oversee a small technical team as well as function as part of a larger team;
  • Demonstrated customer service oriented and capable of communicating with other Engineers and Contractors;
  • Ability to work in a team or individually as and when required;
  • Experience with Zendesk or related tool preferred, but not necessary;
  • Experience with Campbell Scientific and WorldSensing data loggers is a plus.

Compensation

  • Base salary, dependent on candidate experience;
  • 3 weeks annual paid vacation;
  • Company Medical, Dental, Life, Disability;
  • 401k with 4% company match with 5% employee contribution.

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