Technical Service Engineer - Franklin Electric
Fort Wayne, IN
About the Job
Description
Responsible for providing high-level second-tier product-specific technical information and support to internal and external customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.
Key Responsibilities
- Provides technical support and troubleshooting for product lines through e-mail and phone to internal and or external customers.
- Provides scheduled and emergency onsite technical support to customers as required.
- 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 current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general 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.
Skills Knowledge and Expertise
Skills and Abilities
- Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
- Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general 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 routine reports and correspondence.
- Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
- Utilizes common-sense understanding in order 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 degree in electrical engineering, mechanical engineering, or a related field (preferred).
- Three to five years of related experience (preferred).
Don’t feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.
Why Work at Franklin Electric?
Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.
Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.
Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.
Source : Franklin Electric