Technical Support Engineer

Job Description:

• Advanced Troubleshooting: Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
• Client Training: Conducting onsite and web-based seminars to teach customers how to implement and use products correctly.
• Sales Integration: Identifying opportunities for additional sales and service growth while interacting with clients.
• Case Management: Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions.
• Knowledge Development: Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.

Requirements:

• Education: High school diploma required; an Associate’s degree in Electrical or Mechanical Engineering is strongly preferred.
• Experience: 3 to 5 years of related technical support or field service experience.
• Technical Proficiency: Mastery of specific software ecosystems including ERP (JD Edwards), PLM (Windchill), and Call Center systems.
• Complex Problem Solving: The ability to use "excellent judgment" to handle variables in complex technical situations and make high-impact decisions.
• Communication Skills: Strong ability to translate technical info for vendors, customers, and internal teams through reports and presentations.

Benefits:

• Hybrid remote work arrangements
• Generous paid time off & holidays
• Paid parental leave & on-site motherhood rooms
• On site café & complimentary beverage stations
• Indoor fitness facility & outdoor walking paths
• 401(k) with matching & service contributions
• Health, dental, vision, life insurance
• Short & long-term disability
• Fertility & adoption support
• Undergraduate & graduate tuition reimbursement
• Professional development assistance
• Health & wellness programs