Engineering Technical Support (Entry Level)

Job Summary

The Associate Product Support Specialists (APSS) provide level 1 technical support to Phoenix Contact customers, sales personnel and channel partners. The Associate Product Support Specialist will be responsible for providing technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. The APSS will work with Phoenix Contact customers and channel partners and communicate all support case details to our customers and our sales team. While not supporting customers directly, the APSS will be expected to develop their knowledge of related products and systems.

The hiring title for this role is Associate Product Support Specialist.

Responsibilities

Provide answers to questions through inbound calls, e-mails, and chats from customers, channel partners and sales team

Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs

Meet job specific service and training goals, while following work processes as defined by management

Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience

Make time for and utilize training resources to continually improve job skills and knowledge.

Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask

Build a working knowledge of applicable policies and procedures, and their intent

Learn key stakeholders in other departments

Advise customers how to apply Phoenix Contact products to provide an optimum solution for their application

Analyze competitive product and specify Phoenix Contact product with equivalent electrical and mechanical characteristics

Qualify and gather input for system design through functional specification review or by direct customer interaction with minimal guidance

Develop proof of concept applications and implement test plans to validate proposed solutions

Research and understand existing competitive and emerging products and technologies and keep up to date with changing technologies and industry trends

Develop and maintain a basic understanding of industrial networking and communication technologies

Be on call for emergency services when required

Continuously develop knowledge on Phoenix Contact products and their applications in industry

Work to continually improve the quality of service offered to our customers and partners

Understand and maintain a working knowledge of any industry standards that play a role in industrial systems

Effective interpersonal skills with comfort in delivering group presentations

Accept feedback from other team members and management team

Effectively communicate with customers to understand their needs and provide appropriate solutions

Actively communicate with management and mentorship team, specifically addressing needs for training, suggestions for improvement, and critical customer issues and trends

Qualifications

Bachelor's degree in engineering or technical focus preferred

BSEE/EET/MFET/Computer Engineering, or related field

AS in Engineering or related field with a minimum 2 years of industrial automation experience

Demonstrate Level 1 across competency across all product areas through customer responses and testing.

Demonstrate Level 2 Competency in three or more areas of specialization

Competency in providing quality levels of service as demonstrated through practice as an Associate Support Specialist or equivalent experience

Working knowledge of control cabinet design process and principals

Knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, single three phase power 120/240/480VAC

Ability to learn or knowledge of system components, standards, and best practices:

Panel installation, layout and marking

Process system signal transmission and isolation

Relay technology, and discrete signal transmission

Power generation, transmission, distribution, and protection for AC and DC circuits

Functional safety systems, specifications and standards

Industrial controllers, distributed IO systems and communication protocols

Network security, infrastructure and design as applied in industrial control systems

Visualization technology and best practices

Ability to interpret electrical and mechanical schematics

Ability to communicate technical concepts and principles to non-technical people orally and in writing

Must be willing to work flexible shifts based on departmental needs, could include late nights to 7PM Eastern time

Ability to set priorities and perform simultaneous tasks

Essential Job Functions

5% Travel Requirement (1% - 3% Overseas)

Must be able to lift 50 pounds

Must be able to sit and/or stand for extended periods of time (2-4 hours at a time)

Must be able to work on a computer for extended periods of time (up to 4 hours at…