technical support engineer Moon Township, PA
Job description
Eaton’s Power Components Division is currently seeking a Entry Level Technical Support Engineer. This role is based out of Moon Township, PA
The expected annual salary range for this role is $62,250 - $91,300 a year. This position is also eligible for a variable incentive program.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
This position provides pre and post sale call center technical support for power and energy meters, protective relays, software and communication products. Serves as a technical resource to customers and Electrical Group personnel for complex problems. Provides remote support to assist end users and field engineers with product installation, device configuration and data acquisition needs. Provides technical explanations, demonstration and training of products to customers, field engineering and marketing support functions. Assists in-house engineering and marketing personnel in suggesting concepts for new products or modification of existing devices
What you’ll do:
- Provide technical support for power quality and energy meters, protective relays, connectivity and software products also supporting services for internal and external organizational channels.
- Diagnose customer issues and identify appropriate resolution through multiple media outlets including phone, email and conference/in-person meetings.
- Maintain and update customer call tracker database (logs customer calls with respective resolutions, Open ,Close tickets)
- Provide efficient and accurate pre-sales application and technical support by analyzing and recommending solutions to meet customer’s needs including cross referencing competitive product
- Conduct hardware and software testing and research to duplicate and resolve customer issues
- Communicate with lead technical support engineers around customer status and issues
- Proactively communicate customer needs to the product line
- Continue professional development in preparation of technological advancements
Qualifications:
Basic Qualifications
- Bachelors Degree in Engineering or related Science field from accredited university
- Minimum one year experience in power systems or electronics
- Ability to work in the US without company sponsorship
Preferred Qualifications
- Bachelors in Electrical, Software or Computer Engineering
- Three (3) years’ experience in power systems or electronics
- Prior Technical Support, Customer Service and/or Call Center experience
- Fluent in industrial Ethernet communications (e.g. Modbus TCP, BACnet/IP, SNMP, etc)
- Fluent in industrial fieldbus communications (e.g. Modbus RTU, BACnet/MSTP, Profibus, etc)
Skills:
- Basic understanding of electrical power distribution system and power quality concepts
- Basic understanding of operating systems, data bases, communications protocols (Modbus & BACnet) and networking concepts
- Excellent customer service, interpersonal and team working skills
- Strong written and oral communicaton skills
- Ability to breakdown complex systems into simple terms easilty understood by other
- Ability to adjust and tailor communication styles and technical breath for varying audiences
- Strong analysis and troubleshooting skills
- Ability to analyze and troubleshoot integrated hardware and software systems
- Hardware and software testing for customer issues for repeatability
- Communication within engineering team around customer status/issues
- Strong organizational and documentation skills
- Proven time management, organizational and documentation skills
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
