Customer Service Representative III - Industrial Pumps & Fluid Handling

Iwaki America Inc.; Holliston (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

Iwaki America is seeking a Technical Support Engineer to serve as the primary technical resource for customers, distributors, and internal teams. You will provide engineering-driven product support, tailor pump selections, and prepare quotations and proposals across North America.

Ideal candidates combine engineering knowledge with strong communication, troubleshoot complex applications, and manage multiple projects from quotation to installation.

Qualifications

• Bachelor's degree in Engineering required.
• Experience supporting industrial pumps or related products.
• Strong understanding of pump hydraulics and sizing.
• Experience in technical customer support or applications engineering.

Responsibilities

• Serve as the primary technical resource for customers, distributors, and internal teams regarding Iwaki pump products and fluid handling solutions.
• Respond to technical inquiries via phone and email with timely and effective product support.
• Recommend pump selections based on engineering specs, application requirements, and chemical compatibility.
• Prepare detailed quotations, technical proposals, and supporting documentation for customers and distributors.
• Troubleshoot product performance and installation issues; coordinate with Sales, Product Management, and Engineering teams.
• Review engineering specs and document exceptions; coordinate projects from quotation through order fulfillment.
• Prepare repair evaluations and failure analyses with corrective actions.

Skills

Customer support

Troubleshooting

Analytical thinking

Communication

Multitasking

Education

Bachelor's degree in Engineering

Tools

MS Office

Job description

At Iwaki America, we're passionate about delivering innovative fluid handling solutions that keep critical industries running. As a Technical Support Engineer, you'll become a trusted technical advisor to our distributors, customers, and internal teams, helping solve complex application challenges while delivering an exceptional customer experience.

This role is ideal for someone who enjoys combining engineering knowledge with customer interaction. Every day you'll collaborate with Sales, Product Management, Engineering, and customers across North America and around the world to recommend solutions, troubleshoot applications, and support projects from quotation through installation.

If you're naturally curious, enjoy solving technical problems, and thrive in a collaborative environment, we'd love to hear from you.

What You'll Do

• Serve as the primary technical resource for customers, distributors, and internal teams regarding Iwaki pump products and fluid handling solutions.
• Respond to technical inquiries via phone and email, providing timely and effective product support.
• Recommend pump selections based on engineering specifications, application requirements, chemical compatibility, and system performance.
• Prepare detailed quotations, technical proposals, and supporting documentation for customers and distributors.
• Troubleshoot product performance, installation, and application issues while working closely with Sales Managers, Product Managers, Engineers, and Repair Technicians.
• Review engineering specifications and identify appropriate product solutions, documenting any exceptions when necessary.
• Coordinate customer projects from quotation through order fulfillment, including order entry, expediting, tracking, and follow-up.
• Prepare repair evaluations and failure analyses, recommending effective corrective actions.

  What You'll Bring

  • Bachelor's degree in Engineering or another technical discipline.
  • Experience supporting industrial pumps, fluid handling equipment, or related industrial products.
  • Strong understanding of centrifugal pump hydraulics, pump sizing, chemical compatibility, installation, and application engineering.
  • Previous experience in technical customer support, applications engineering, or industrial customer service.
  • Excellent analytical and troubleshooting skills.
  • Strong verbal and written communication abilities.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Detail-oriented with excellent organizational skills.
  • Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
  • Ability to work independently while collaborating effectively across departments.
  • Spanish or Portuguese language skills are a plus.
  • Experience with instrumentation or industrial process equipment is a plus.

  Why Join Iwaki America?

  At Iwaki America, you'll work alongside experienced engineers and industry experts while supporting products known for quality, innovation, and reliability. We foster a collaborative environment where technical expertise is valued, continuous learning is encouraged, and employees have the opportunity to make a meaningful impact on our customers' success.

  Whether you're helping solve a complex application challenge, supporting a major customer project, or expanding your technical knowledge, you'll play an important role in delivering solutions that power industries around the world.

  • Iwaki America is an Equal Opportunity Employer and welcomes applicants from diverse backgrounds and experiences.