Customer Reliability Technician

Role Overview

Customer Reliability Technician at John Crane, a business of Smiths Group. This role is based on-site at customer facility locations.

Company Overview

John Crane is a global leader in mission-critical flow control solutions for energy and process industries. The company operates a global network of more than 200 sites in over 50 countries and employs more than 6,000 people worldwide. Products include mechanical seals and systems, couplings, filtration systems, and predictive digital monitoring technologies.

John Crane is part of Smiths Group, which has pioneered progress for over 170 years across four global markets: energy, security & defence, space & aerospace, and general industrial. Smiths employs approximately 16,000 colleagues in over 50 countries and is listed on the London Stock Exchange.

Role Purpose

Partner directly with customers at their facilities to coordinate, schedule, and execute work under partnership agreements. Investigate product performance and application-specific issues, troubleshoot equipment problems, make complex seal and equipment evaluations and recommendations, and support reliable, safe, and efficient operations.

Key Responsibilities

Operations & Equipment Maintenance

• Perform daily equipment inspections to identify issues that affect reliability, safety, and environment.
• Ensure equipment commissioning and start-up procedures are available and followed.
• Complete equipment strip and repair while ensuring the Quality Control Plan is followed.
• Solve problems on existing installations proactively.

Training & Knowledge Transfer

• Deliver hands-on training for mechanical seal installations.
• Deliver hands-on training for correct mechanical seal system operation.
• Identify and recommend training needs in maintenance and operations to the reliability engineer.

Troubleshooting & Analysis

• Support the Reliability Engineer to troubleshoot specific customer applications.
• Analyze, evaluate, and rectify John Crane products, including seal operation problems and failures.
• Devise and recommend new approaches to problems encountered in assignments.
• Support the reliability engineer in failure reporting and Root Cause Analysis investigations.

Work Management & Reporting

• Report issues found to the relevant department and ensure Work Orders are created to address them.
• Complete John Crane Work Orders in the reliability software.
• Report and manage recommendations from daily inspections through the John Crane reliability software.

Standards & Continuous Improvement

• Reduce inventory by establishing standards for reduction, minimizing variances in physical inventory, and optimizing inventory levels.
• Recommend new standards and procedures on equipment inspection, repair, and commissioning.

Additional Duties

• Perform additional duties as requested.
• Travel as required to perform duties and work directly with customers.

Qualifications & Experience

• Bachelor's degree, preferably in Mechanical Engineering, or equivalent career-level professional experience.
• Mechanical engineering background and troubleshooting expertise.
• Knowledge of labor reporting, work order variances, and systems including QAD, MFG-PRO, SAP, or equivalent.

Skills & Competencies

• Capable of handling multiple priorities simultaneously in a high-stress environment.
• Excellent written and verbal business communication.
• Excellent training, leadership, facilitation, influencing, and negotiating skills.
• Strong interpersonal and relationship-building abilities.

Additional Information

• Ability to work flexible hours including weekends as needed to meet business demands.
• Travel required to perform duties and work directly with customers.
• Competitive compensation and benefits offered.
• Smiths Group is an equal opportunity employer. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics.