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Technical Service Engineer

5 months ago

Fort Wayne, United States Franklin Electric Full time
Job DescriptionJob DescriptionDescriptionResponsible 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. 
  • Performs other related duties as required or assigned.

Skills Knowledge and ExpertiseSkills and Abilities
  • 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 degree in electrical engineering, mechanical engineering, or a related field (preferred).
  • Three to five years of related experience (preferred). 
Don’t feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities. 
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.