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Lead Technical Support Specialist
2 months ago
Overview:
The Lead Technical Support Specialist is responsible for delivering high-level technical assistance to clients and field service representatives for equipment supplied by the Power Switching Division (PSD).
This position will oversee and manage all processes related to addressing client concerns from the first point of contact to the ultimate resolution, including conducting thorough root cause investigations.
Key Responsibilities:
Facilitates warranty and post-sale assistance. Collaborates closely with the Service Division to organize on-site operations or manage returns for factory repairs.
Engages in a multidisciplinary team to conduct root cause evaluations and formulate both immediate and long-term corrective measures.
Work in partnership with Marketing, Sales, and Management to guarantee client satisfaction with post-sale services. Initiate Customer Service Requests (CSR) and Return Material Authorizations (RMA) and ensure their resolution.Employ technical drawings and schematics to troubleshoot, identify, and rectify equipment issues.
Maintain and update the group troubleshooting manual.
Travel to client sites as necessary to foster relationships and resolve issues.
Respond to urgent support inquiries as required.
Assist PSD Manufacturing in diagnosing assembly and testing challenges.
Perform additional duties as assigned.
Additional Duties:
When necessary, coordinates with and supports other departments in resolving issues.
Performs all other responsibilities as assigned.
Required Qualifications:
Associate degree in Electrical or Mechanical Engineering or a related discipline with a minimum of 5 years of experience in the assembly, manufacturing, or maintenance of electric utility equipment, or equivalent education and experience.
Extensive knowledge of the installation, maintenance, troubleshooting, testing, and repair of electric utility substation products (both electrical and mechanical). Proficient in interpreting technical drawings, blueprints, electrical schematics, and bills of materials.
Strong analytical and problem-solving capabilities.Excellent interpersonal communication skills necessary for effective interaction with clients, colleagues, and suppliers.
Preferred Qualifications:
In-depth knowledge of the installation, maintenance, troubleshooting, testing, and repair of electric utility substation circuit breakers and/or circuit switchers.
