Associate Product Support Specialist

The job overview for this position is that the Product Support Specialist will provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners. They will be responsible for offering technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. Additionally, the PSS will work with customers and channel partners, communicate support case details, and continuously develop their knowledge of related products and systems.

Provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners

Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team on technical issues as related to level 1 support

Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs

Continuously develop knowledge on Phoenix Contact products and their applications within relevant industries

Work to continually improve the quality of service offered to our customers and partners

Understand and maintain a working knowledge of any industry standards that play a role in industrial systems

Be on call for emergency service when required

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

• 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