Condair USA/CA Looking for Application Engineer/Specialist at Ottawa, Ontario, Canada Full Time

Team Purpose

The Application Engineering team is a pre-sales back-office that enables the sales force (internal and third-party) to grow the business. They fulfill this objective by:

• Providing technical support and advice for applying Condair products to applications
• Quoting specialty products and systems, such as Direct Room Systems
• Maintaining a high level of technical knowledge on products, applications, and tools
• Providing training to the sales force
• Providing field sales support through customer visits, hosting factory visits, and webinars
• Documenting and sharing their knowledge through published guidance
• Supporting special applications as a first step in the sales-driven engineering process
• Providing application expertise when required for after-sales troubleshooting cases

Purpose of Role

To be a contributing member of the Application Engineering department by ensuring timely and competent responses to pre-sales inquiries by maximizing our sales potential and minimizing downstream site issues.

Document and share best practices and application guidance to build a wider knowledge base and advance our market position as an application expert.

Note: The title “Application Engineer” is conferred upon registered professional engineers, otherwise, the title “Application Specialist” is used.

Example Individual Goals

1. Achieve a satisfaction score of at least 75% on the Q4 agent survey.
2. Contribute to the team collectively publishing a minimum of 5 Best Practice documents or webinars by the end of the year.
3. Participate in a minimum of 3 field activities by the end of the year.

Note: These are examples goals only. Specific objectives will be discussed and determined upon hiring.

Key Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty to a competent level. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Conduct daily operations in accordance with:

• Condair values
• Professional Engineers Ontario Code of Ethics
• Condair’s ISO 9001 Quality Assurance System
• Employee Handbook Guidelines
• Workplace Harassment, Violence, Health and Safety, and Disconnecting from Work policies
• Condair Project Management Handbook
• Condair Brand Guidelines
• Department Work Instructions and ISO Documentation

Support sales efforts as pre-sales back-office:

• Ensure requests in the department’s shared inbox are answered professionally, completely, and in a timely fashion.
• Assist customers and the sales force with selecting humidification systems including load sizing, product selection, system layout and submittal creation.
• Delegate requests to other departments as necessary.
• Provide a second level of technical or customer support as necessary.
• Support the sales force’s use of software and tools.
• Assist the sales force with unique applications for humidification: design and specify non-standard special orders for production, and quote products and specials not available in help if trained to do so.
• Maintain up-to-date customer records in the CRM system.
• Document and escalate issues to other teams as necessary.

Perform self-management functions including:

• Planning and prioritizing team and individual responsibilities
• Completing tasks within the allotted time and budget.
• Resolving problems and conflicts in a professional manner, escalating when necessary
• Continuous improvement of skills and learning.

Additional/other:

• Support sales efforts through activities including, but not limited to, trade shows, scheduled and on-demand training, site visits, feedback and strategy meetings
• Participate in delivering our comprehensive annual Agent Factory Sales/Technical Training program.
• Support internal projects as required by Product Management or Engineering departments.
• Strive towards meeting or exceeding departmental KPIs.
• Provide feedback to Software and Tools teams to drive continuous improvements.
• Up to 25% domestic and international travel is required. Other duties as assigned by management.

Major Challenges

• Ensuring the success of self and the team in a fast-paced, rapidly changing, and time-critical sales environment.
• Identifying true project needs and optimizing product solutions.
• Responding to large volumes of inquiries with available resources.
• Working through and developing expertise on applications and scenarios that are unique and have no precedent.
• Obtaining support from other departments.
• Dealing with occasionally difficult and disrespectful customers.

Performance Evaluation

Performance reviews are conducted annually. Feedback is also provided through regular meetings with the department manager.

Professional Skills, Qualifications, and Competencies

• Education and Experience: Engineering or technical degree. Experience in a technical application engineering or support environment is an asset.
• Language Skills: Excellent verbal and written communication skills in English. French, Spanish and/or German languages are considered assets.
• Ability to Reason: Strong planning skills, organizational skills, and the ability to prioritize work, set targets, and make decisions. Ability to work accurately and methodically under pressure.
• Computer Skills: Strong knowledge of MS Office, data management systems (SAP preferred), CRM Systems (Dynamics preferred).
• Certificates/Licenses: Professional Engineering license (P. Eng) is an asset.
• Other: Proven ability to work in Canada and the ability to travel abroad (USA, Europe) as required.

Personal Characteristics

• Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to other’s views. Gives and welcomes feedback. Offers to help others to achieve common goals.
• Drive: Exhibits a drive to do all work required to achieve success. Aims to do the right thing without being told.
• Ethics: Works with integrity and strong morals/ethics.
• Professionalism: Approaches others in a tactful manner. Reacts well under pressure and follows through on commitments. Treats others with respect and consideration regardless of their position. Accepts responsibility for own actions and asks for help when needed.
• Safety: Observes safety and security procedures. Uses equipment and materials properly and as instructed.
• Dependability: Is consistently at work and on time and completes work in a timely manner. Able to deal with change, delays, and unexpected events.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of the job, the employee is required to:

• Regularly use a computer workstation
• Regularly stand, bend, and twist while setting up events and in-house meetings
• Occasionally lift and carry moderate loads, up to 50 lbs while setting up meetings and events.
• Travel domestically and internationally

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the job duties, the employee is regularly exposed to:

• An office environment with regulated indoor climate
• Domestic and International air travel

37.5 – 40 hours per week, depending on workload, is anticipated. Periodic travel over evenings and weekends. We expect that the person in this position will devote the necessary time required to ensure their success, as well as that of the company.

Benefits/Perks

Condair is pleased to provide the following benefits to all full-time employees:

• Medical benefits
• Dental benefits
• Vision benefits
• Long-term disability insurance
• Life insurance
• Pension/RRSP/TFSA
• Free on-site gym
• Free parking
• Paid vacation
• Paid sick leave
• Free monthly lunches
• Other social events

Accommodation:

We are committed to creating an inclusive workplace by providing a barrier-free recruitment and selection process. If you have an accommodation request, require material in an accessible format, or need additional support with the application process, please contact Human Resources at na.hr@condair.com or call 613-822-0335 and ask to speak with Human Resources.

This job description reflects the immediate requirements of the post. As the duties of the post develop and requirements of the company change, the post holder will be required to carry out other duties.

About the Company

Condair Group, founded in 1948 and based in Switzerland is the global leader in humidification, dehumidification and evaporative cooling. Supported by science, we engineer individual, holistic solutions that customers can trust through the entire lifecycle. With optimal humidity, we in-crease productivity and create healthier built environments.

Condair Group has production sites in Europe, North America and China, its own sales and service organizations in 23 countries, and representatives in over 50 locations worldwide.

Our Vision: To create healthier built environments and increase productivity with the optimal humidity for a better life.

Our Mission: Driven by our customers’ needs and supported by science, we engineer reliable, sustainable solutions.

Slogan: Humidity for a better life

Our Values:

· We act on our Vision

· We are reliable

· We are result-oriented

· We empower our people

· We improve human life