Field Customer Support Specialist - EMEA

DCI is a pioneer in the horizontal directional drilling (HDD) industry and designs, engineers and manufactures the industry’s leading and most advanced underground guidance systems used to install underground utilities. Our mission is to provide world class customer support and top tier products to enable safe, productive, and profitable installation of underground infrastructure. Learn more: https://www.digital-control.com/

We are seeking a Field Customer Support Specialist, who will play a key role within an EMEA Regional Team to advance DCI’s market leadership position across multiple countries in the EU, Middle East & Africa. Currently Germany is our primary focus market. Representing DCI in the field, you will become the essential HDD locating system knowledgebase for our customers.

Requirements

What you will be doing:

• Partnering with dealers and distributors to develop the customer base within the assigned territory.
• Influencing customers to remain loyal to the DCI Brand and solutions through:
• Providing industry-leading product and job site support
• Educating customers on effective product applications
• Help customers maximize profits using DCI equipment to ensure job site efficiencies
• Derive maximum benefit from DCI equipment tools and features
• Build lasting customer relationships through:
• Becoming the customers natural authority with respect to HDD locating technologies
• Becoming the customers trusted support partner
• Product and application support through handling customer service phone calls, questions and general trouble-shooting issues.
• Participate in industry trades shows and Trade Association events as scheduled.

Career experience/knowledge/qualification:

• Several years of HDD jobsite experience:
• At least 5-9 years in the HDD industry
• A strong background in drilling and direct exposure to directional drilling operations
• A degree or vocational certification is preferred
• Essential Skills:
• Familiarity in the operation of drilling machinery and use of associated equipment (e.g. mud motors, bent subs, and ground engaging tools)
• Strong analytical and problem-solving skills to troubleshoot job site issues and optimize drilling performances
• A champion of job site safety protocols and standards
• Understanding of bore planning
• Proficiency in using drilling software (bore planning, etc.) and interpreting survey data to guide bore paths is desirable

Candidate attributes & qualities:

• Strong communication skills:
• Capability to convincingly articulate DCI products value propositions
• Ability to produce accurate and clear job site reports
• Proficiency in the English and German language is essential
• Desirable to have competency in other European languages (e.g. Polish, Czech)
• Natural self-starter, self-energized and passionate about HDD
• You’re self-motivated and don’t need your hand held to get things done, while also being willing to ask for help when you need it.
• Responsible and dependable
• Adaptability and the ability to respond quickly to changing conditions in the field

Other Important Characteristics:

• Be able to evaluate and implement new technologies and methods
• You like to do what they said can’t be done.
• You’re obsessed with improving.
• Industry reputation for reliability, consistency and a job site safety custodian
• You do the things you say you will, and you own up to it when you don’t, without any excuses.
• Leadership in job site interaction around locating equipment
• You believe in serving, not selling.
• You understand the power of good questions.
• You’re hungry to be part of a meaningful mission.
• Knowledge and understanding of competitor equipment advantages and disadvantages
• Bonus points if you’ve previously worked with a heavy civil construction company or have SAAS experience.

We hire for attitude. If you're disciplined, relentless, positive, and have a servant mindset, we want to hear from you.

Benefits

• Quarterly bonuses: we all share in the success of the company
• Professional Development

• Wellness Program
• Generous PTO package
• Pension contribution
• Parental leave
• An average of 11 annual paid holidays

Compensation

• DCI is proud to offer comprehensive compensation packages including competitive base pay and discretionary quarterly profit sharing bonuses to all part-time and full-time team members. Base pay is reviewed at a minimum on an annual basis.
• Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 10% and 18%. Future bonuses could be higher or lower depending on company profits.
• DCI provides monthly contribution into an employee pension account. The amount of contributions is based on years of service. Employees are welcome to contribute to this account as well.

Why DCI?

DCI takes pride in caring a lot about our employees. We offer a flexible and challenging work environment as well as a generous benefits package. We have a team of people who will tell you that DCI is the best place they've ever worked. This is evident by our long service team and low turnover.

We Celebrate Inclusion:

DCI is an equal opportunity employer. Employment at DCI is based solely on a person's merit and qualifications directly related to professional competence. DCI does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is DCI’s policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy includes the full & complete support of the Company and all levels of leadership. Because it's just the right thing to do. We hope you think so too.