Position Summary

The Technical Support Engineer is responsible for providing technical support to the sales team by interpreting and analyzing customer inquiries to ensure customer needs are met. The TSE is also responsible for research and development of test equipment, repair products, processes, and procedures. The TSE will serve as a resource for customers, inside and outside sales, and business development staff. The Technical Support Engineer is a natural problem solver who enjoys interacting with people from varied backgrounds. We are seeking a candidate who can learn technical issues quickly and communicate with end users with patience.

Responsibilities:

Technical Support Engineer primary responsibilities will include but are not limited to:

• Provide technical (phone, email, and internet support) knowledge and troubleshooting support to customers
• Responsible for handling technical inquiries including all requests for modifications of standard product and retrofits.
• Recognize and escalate calls to managers as appropriate.
• Identify and help customers order parts as deemed necessary through troubleshooting.
• Analyze and modify current testing/repair techniques to ensure a quality and proficient work process
• Design new test equipment as well as modify current test equipment
• Enter and maintain support call information in tech ticket system for all technical support inquiries.
• Research and documentation of technical problems and solutions using our knowledge base, ICARUS.
• Create a working document to report and record customer issues and implement solutions.
• Identify and qualify product failures (warranty) and resolve them.
• Accurately document repair reports for customer viewing when necessary.
• Develop troubleshooting, testing and procedural documentation to be used internally as well as for customers.
• Help organize and maintain a technical library
• Work as a team with sales staff and other departments to ensure the best possible customer service.
• Ensure that engineering and technical support is provided with accuracy, quality, and timeliness in order to meet customer needs and business goals
• Support marketing team to develop sales tools such as brochures, articles, social media posts etc.
• Execute required testing for troubleshooting and diagnostic proposes.
• Maintain a safe and clean work environment.
• Present and demonstrate products, services, and technologies in person and online (video).
• Other duties as assigned

Requirements:

• Bachelor’s degree in Electrical Engineering or electronics related field or a combination of experience and education
• Experience with power electronics, control systems, CNC and other industrial machinery preferred
• Customer service or support experience preferred
• A minimum of 2 years experience in electronic repair and troubleshooting; some field service experience recommended
• Hands-on experience with electronic test equipment
• Must be able to read diagrams and schematics
• Ability to recognize defective electronic components from drawings and schematics
• Knowledge and operational skills in electronics combined with competency in computer software applications
• Troubleshooting and problem solving skills
• Strong interpersonal skills are essential for our team environment
• Knowledge of Windows, Excel, and Word is required
• Ability to work in a team environment
• Speak, read, and write English specific to the nature of the work

Key Performance Metrics

• Improves customer satisfaction as measured by tech support ticket resolution
• Drives high levels of remote issue resolution (avoids warranty repair and exchange)
• Provide regular input into knowledge-based tools
• Performs complete and accurate data entry in call handling systems
• Development of repair products, test equipment, processes, and procedures
• Provide product and process improvement recommendations to the business unit within department guidelines

Position Info:

• Full Time: Monday – Friday, on call and Saturdays may be necessary during peak business times
• Competitive wage and comprehensive benefits package, which includes; medical, dental, vision, short and long term disability, life insurance, 401(k) options, and PTO (paid time off)
• Job progression: Technical Support Engineer I, II, III; Lead Technical Support Engineer; Engineering Manager; Other possible positions: Training/R&D Engineer, Field Service Engineer, Repair Group Manager