Technical Service Engineer

2 weeks ago

Madison, United States Franklin Electric Full time
Technical Service Engineer

Department: Engineering

Employment Type: Full Time

Location: US - Wisconsin - Madison

Reporting To: Eric Willkomm

Description

The Technical Service Engineer is responsible for providing high-level product-specific technical information and support to internal and external customers advising and recommending solutions to customers while presenting additional products and services as warranted.

Key Responsibilities
  • Provides scheduled and emergency onsite technical support to customers as required to assist with installation, commissioning of all product lines including Pipe and Containment, Fuel Management equipment and power distribution and stationary battery monitoring.
  • 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 knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers; records these resolutions for internal, team cross-training 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.
Position Qualifications

Skills and Abilities:
  • Applies excellent judgment to evaluate situations and provide effective solutions in a timely manner.
  • Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the 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 effective routine reports and correspondence.
  • Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
  • Utilizes common-sense understanding 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).
  • Experience in stationary Battery testing, monitoring, installation (preferred)
  • Experience in power panel, breaker panel or electrical wiring installation (preferred)
  • Experience in substation circuit breaker, transformers and/or power distribution (preferred)
Computer Skills:
  • Advanced: Operating systems, CAD software, spreadsheet, word processing/typing, database, alphanumeric data entry. SQL, Modbus, DMP3 Sever based software installations, SMTP protocol, Java (preferred but not required)

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