Associate Product Support Specialist

The job overview for this position is that the Product Support Specialist (PSS) will provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners. They will be responsible for troubleshooting and providing technical advice on all Phoenix Contact products and related systems. The PSS will also work with customers and channel partners to communicate support case details and continuously develop their knowledge of related products and systems. Additionally, they will be expected to improve the quality of service offered to customers and maintain a working knowledge of industry standards.

• Provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners
• Answer questions and provide technical advice through inbound calls, emails, and chats
• Document customer inquiries in CRM system and provide detailed summaries of required actions
• Continuously develop knowledge on Phoenix Contact products and their applications
• Work to improve the quality of service offered to customers and partners
• Understand and maintain knowledge of industry standards related to industrial systems
• Be on call for emergency service when required
• Possess a bachelor's degree in engineering or technical focus (preferred)
• Have a minimum of five years of industrial automation/electronics experience
• Possess knowledge of electrical engineering design fundamentals
• Ability to interpret electrical and mechanical schematics
• Learn or have knowledge of system components, standards, and best practices
• Adapt to changing departmental needs and schedules
• Possess excellent organizational, time management, customer service, and problem-solving skills
• Communicate technical concepts and principles to non-technical individuals
• Analyze and anticipate situations, define problems and objectives, and formulate solutions
• Exercise flexibility, initiative, sound judgment, and discretion
• Have proficient computer skills (Word, Excel, PowerPoint)
• Demonstrate effective interpersonal skills and comfort in delivering group presentations
• Willingness to work different shifts based on departmental needs
• Ability to travel up to 5% (1-3% overseas)
• Lift up to 50 pounds
• Sit and/or stand for extended periods of time
• Work on a computer for extended periods of time
• Travel in vehicles for up to 10 hours
• Communicate effectively in verbal and written English.

• Bachelor degree in engineering or technical focus preferred
• BSEE/EET/MFET/Computer Engineering, or related field
• Five years minimum industrial automation/electronics experience, with AS in Engineering or related field
• Knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, single & three phase power 120/240/480VAC
• Ability to interpret electrical and mechanical schematics
• Ability to learn or knowledge of system components, standards, and best practices:
• Industrial Connection Technologies
• Panel installation, layout and marking
• Process system signal transmission and isolation
• Relay technology, and discrete signal transmission
• Power generation, transmission, distribution, and protection for AC and DC circuits
• Functional safety systems, specifications and standards
• Industrial controllers, distributed IO systems and communication protocols
• Network security, infrastructure and design as applied in industrial control systems
• Visualization technology and best practices
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Ability to communicate technical concepts and principles to non-technical people orally and in writing
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to exercise flexibility, initiative, sound judgment and discretion
• Excellent oral/written communication skills
• Motivated self-starter with the ability to work autonomously and as part of a team
• Ability to set priorities and perform simultaneous tasks
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Proficient computer skills (Word, Excel, PowerPoint)
• Effective interpersonal skills with comfort in delivering group presentations
• Must be willing to work any of the following shifts based on departmental needs:
• Monday - Friday 8-5, with the possibility one day per week may have a 11-8 shift
• Monday - Thursday 9-6, and Friday 8-5
• Monday - Thursday 9-7, and Friday 8-12
• Must Be Able To:
• Travel 5% (1% - 3% Overseas)
• Lift 50 pounds
• Sit and/or stand for extended periods of time (2-4 hours at a time)
• Work on a computer for extended periods of time (up to 4 hours at a time)
• Travel in vehicles (automobiles, trains, and planes) for up to 10 hours
• Communicate effectively in verbal and written English.

• Medical, dental, and vision coverage
• 401k matching
• Generous time off package
• 16 weeks fully paid maternity leave
• 10 weeks fully paid paternity leave
• Life insurance
• Short & long-term disability
• On-site gym access
• Health & wellbeing center
• On-site café
• Walking trails
• Tuition assistance