Technical Support Engineer

Technical Support Engineer

Department: Technical Support

Employment Type: Full Time

Location: US - Indiana - Fort Wayne

Description

Responsible for providing high-level second-tier product-specific technical information and support to internal and external customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.

Key Responsibilities

• Provides technical support and troubleshooting for product lines through e-mail and phone to internal and or external customers.
• Provides scheduled and emergency onsite technical support to customers as required.
• Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions.
• Identifies opportunities for additional sales to ensure customer needs are met and growth opportunities are maximized.
• Occasionally contributes to technical bulletins.
• Provides onsite and web-based training seminars as required.
• Assists customers in implementing products and advises on their proper use.
• Follows up with customers to verify that solutions are successful.
• Reviews owner/operator manuals.
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use.
• Develops a deep understanding of applications.
• Uses judgment to determine the proper resources to fix issues.
• Assists in deploying new software releases to the customer base through technical training.
• Tracks open customer issues and communicates the status to customers.
• Assists in delivering actionable data to other business units regarding VOC.
• Develops tools, training and methodologies to support team and business growth.
• Performs other related duties as required or assigned.

Skills Knowledge and Expertise

• Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization.
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
• Writes routine reports and correspondence.
• Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
• Deals with problems involving several known variables in situations of complex nature.
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
• Frequently makes decisions of major importance, which may affect the work operations of other employees and/or clientele to a major degree.
• Completes intermediate and complex tasks.
• Uses noncomplex and complex machines and equipment.

Education and Experience

• Equivalent of four years of high school (required).
• Associate's degree in electrical engineering, mechanical engineering, or a related field (preferred).
• Three to five years of related experience (preferred).

Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.