Technical Sales Support Engineer (Hybrid) TX

Merck KGaA Darmstadt Germany - Austin, TX

Full-time - Mid Level

Austin, TX

Chemical Manufacturing

About the position

Join EMD Electronics as a Technical Sales Support Engineer and be part of a dynamic team that is dedicated to advancing digital living through innovative solutions in Healthcare, Life Science, and Electronics. In this role, you will provide essential technical and aftermarket support for our Delivery Systems & Services (DS&S) offerings, specifically focusing on the GASGUARD®, ChemGuard®, and Polyflow equipment products for the Americas and Europe. Your primary responsibility will be to support the Sales Engineers in these regions, ensuring that our customers receive the highest level of service and support. As a Technical Sales Specialist, you will manage the sales efforts related to order execution, spare parts, retrofits, and services. You will also handle customer complaints, warranty issues, and service inquiries, making you a vital part of the sales team. This position requires a proactive approach, as you will be monitoring high visibility customer orders, communicating with Sales Engineers and manufacturing teams about order statuses, and investigating any issues related to missing parts. Your ability to coordinate effectively with internal and external partners will be crucial in developing strong relationships that support sales activities. In addition to managing customer-specific equipment and spare parts price lists, you will be responsible for developing quotations for spare parts and retrofit opportunities, supporting general equipment proposals, and providing technical sales support as needed. You will also play a key role in coordinating start-up services opportunities, ensuring that customers receive the necessary support when equipment is scheduled to ship. This position requires flexibility in dealing with competing priorities and the ability to develop solutions that meet customer needs in a fast-paced environment. This is a hybrid role, requiring you to be onsite three days a week at one of our locations in Allentown, PA, Chandler, AZ, or Austin, TX. You should be prepared for travel, which is expected to be around 20%-30%.

Responsibilities

• Provide technical and aftermarket support for Delivery Systems & Services (DS&S) offerings including GASGUARD®, ChemGuard®, and Polyflow equipment products.
• Support Sales Engineers in the Americas and Europe regions.
• Manage sales efforts related to order execution, spare parts, retrofits, and services.
• Handle customer complaints, warranty, and service issues.
• Monitor high visibility customer orders and communicate with Sales Engineers and manufacturing on status and timelines.
• Investigate missing parts as required by customer inquiries.
• Coordinate with Sales Engineers and internal teams to facilitate closure of manufacturing and engineering issues.
• Assist Sales Engineers with managing Customer Specific Equipment and Spare Parts Price lists.
• Develop quotations for spares and retrofit opportunities for new fabs, expansions, and process changes.
• Support general equipment proposals as needed.
• Provide technical sales support to customers for spare parts and minor spec gas and chemical precursor equipment questions.
• Coordinate with customers and Versum Regional Sales Manager for start-up services opportunities.

Requirements

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, or other technical engineering degree.
• 3+ years of project management and customer-facing experience.

Nice-to-haves

• Technical knowledge and understanding of electronics specialty gas/chem equipment design and operation.
• Knowledge of SAP.
• Ability to present data and communicate with people at all levels.
• Ability to influence the cross-functional team.
• Ability to inspire confidence in Management and Customers in correspondence and problem-solving.
• Self-motivated, organized, and able to manage multiple tasks simultaneously.

Benefits

• Diversity and inclusion initiatives
• Opportunities for professional development and growth
• Flexible work arrangements