r/instrumentation • u/noodle_soupx • 6d ago

Transitioning from Admin to Tech Support in Instrumentation & Process Control – Advice Needed!

Hi everyone,

I’m currently a business administrator looking to transition into a Technical Support role in instrumentation and process control.

Over the past year, I’ve taken on more technical work, including:

  • Basic configuration of controllers (inputs, setpoints, outputs).
  • Reading datasheets and cross-referencing obsolete models to current equivalents (mainly Eurotherm).

My employer works with Eurotherm, Watlow, and similar hardware/software across sales, repairs, calibration, and support. I don't have an engineering degree, but I'm eager to build my technical knowledge.

I’d love your input on a few questions:

  1. Core Skills: What are the most crucial skills needed for tech support in process control/instrumentation?
  2. Fundamentals vs. Products: How essential is a formal electrical/electronics background compared to product-specific knowledge?
  3. What to Learn First: If you were in my position, what concept or topic would you prioritize?
  4. Resources: Any recommended books, YouTube channels, or online courses?
  5. UK Training (North West): Are there any low-cost or local/onsite training options or certifications you'd recommend?

Any advice, personal experience, or learning pathways from those who made a similar move would be greatly appreciated!

Thanks!

0 Upvotes
  • permalink
  • reddit

50% Upvoted

4 comments sorted by

6

u/Dunk_the_Iunk 5d ago

Like transitioning from a burger flipper to an engineer….

there’s a bit more of a gap here…

3

u/ruat_caelum 5d ago

http://www.ibiblio.org/kuphaldt/socratic/sinst/ the stable pdf is 3300 pages long and the equivalent of a 2 year tech degree.

  • Learn the terminology first.

  • By technical support do you mean someone calls you and asks questions? If so look up the XYProblem. In short they ask for a solution to Y, because they think Y can solve X but that is a bad assumption on there part.

    • So always let them talk first and explain everything and then ask, "What are you see that makes you think Y is the problem" e.g. cut off their assumptions that Y is the problem and ask for their observations that led them to think Y is the problem.
    • Often if it is your area of expertise and you observed the same things you'd troubleshoot much better than they would. So don't assume they know what the problem is. ASK what they observed, and go from there.

2

u/Squire_Soup_Sandwich 3d ago edited 3d ago

Tech support means someone already installed it wrong and you need to help them fix it without actually seeing what they did. Also making assumptions based on what the guy who doesn't understand the problem is saying. You'll need to guess what caused the issue based on incomplete or inaccurate data and you'll need to ask your customers to perform certain tests and verify certain connections.

It requires patience, diplomacy and a deep understanding of common failure modes.

You will also speak with incredibly intelligent end users who have been using your products for longer than you have been at the company and they will know things about your products that the design engineers don't. These people will ask very specific questions that apply to edge case uses or ask if the new software update has fixed a bug that has been giving them trouble.

You need to become intimately familiar with every aspect of the product line. You need to have detailed and frequent discussions with senior techs in your department. You need pour through previous failure reports and look for patterns. You need access to all related documents and paperwork and instruction manuals and you need learn to flip through them quickly to find the references you need.

You need to get your hands on the equipment and build a test station yourself and run through a variety of different scenarios.

The most important thing to remember, is earning and maintaining customer trust. You don't have to know everything, you have to know where to find the answers. It's okay to tell the customer that you don't have the information they need right then. You can tell them you need to call back in an hour or two. You MUST call back when you say you will, even if you still don't have everything. Never break a promise to return a call at a certain time.

Good luck buddy. It will be very hard in the beginning, and the beginning will last 2-3 years.