Product Support Specialist

1 month ago


Hampton, Virginia, United States Southern States Full time
Job Summary:

The Product Support Specialist provides expert technical support to customers and field support technicians for Power Switching Division supplied equipment. The role leads and coordinates all activities around customer-related issues from initial contact to final resolution, including root cause analysis.

The Product Support Specialist works closely with the Service Division to coordinate site work or returns for factory work. They participate in a cross-functional team to perform root cause analysis and develop and implement short-term and long-term corrective actions.

The Specialist collaborates with Marketing, Sales, and Management to ensure customer satisfaction with after-sales activities. They initiate Customer Service Requests (CSR) and Return Material Authorizations (RMA) and drive to closure.

The Product Support Specialist utilizes drawings and schematics to troubleshoot, diagnose, and repair equipment. They maintain group troubleshooting guides and travel to customer locations to maintain relationships and resolve issues, as required.

The Specialist takes emergency support calls as needed and supports PSD Manufacturing in troubleshooting assembly and testing issues. They coordinate with and assist other departments in solving problems and perform all other duties as assigned.

Minimum Qualifications:
Associate degree in Electrical or Mechanical Engineering or a related field
5+ years' experience in assembly/manufacturing/maintenance of electric utility gear or equivalent education and experience.
Advanced knowledge of installation, maintenance, troubleshooting, testing, and repair of electric utility substation products (electrical and mechanical).
Ability to read and understand technical drawings, blueprints, electrical schematics, and bills of materials.
Advanced analytical and problem-solving skills.
Advanced interpersonal communication skills required to communicate with customers, employees, and vendors.

Preferred Qualifications:
Advanced knowledge of installation, maintenance, troubleshooting, testing, and repair of electric utility substation circuit breakers and/or circuit switchers.



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