Senior Product Support Specialist

Faith Technologies • Menasha, WI

1d • Hybrid

About The Position

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And ─ as “one of the Healthiest 100 Workplaces in America” ─ is focused on the mind/body/soul of team members through our Culture of Care. The Senior Product Support Specialist, will provide expert-level technical support and review for all Excellerate products. You will ensure both internal and external customers receive prompt, effective, and professional technical assistance. You will play a key role as a subject matter expert, performing various technical evaluations, process improvements, and data analysis as it pertains to products and services. MINIMUM REQUIREMENTS: The Senior Engineer- Product Technical Support, will provide expert-level technical support and review for all Excellerate products. You will ensure both internal and external customers receive prompt, effective, and professional technical assistance. You will play a key role as a subject matter expert, performing various technical evaluations, process improvements, and data analysis as it pertains to products and services.

Requirements

• Bachelor’s degree in a related technical field with 5 years of relevant industrial/utility electrical equipment experience, or equivalent technical training with 8 years of experience.
• Experience must include troubleshooting electrical distribution systems and implementing communication protocols (e.g., Modbus, Ethernet, CAN, BMS, APIs).
• Ability to interpret highly technical documentation (Manuals, Electrical/Mechanical schematics, service reports, Bill of Materials, etc).
• Strong understanding of all safety hazards and required mitigation methods field personnel experience and implement when troubleshooting a variety of electrical distribution equipment and systems.
• Familiar with ERP or CRM platforms (e.g., Salesforce, Service Cloud, Acumatica)
• Strong written and verbal communication skills.
• Detail-oriented with excellent organizational and documentation skills.
• Applicants must be authorized to work for ANY employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time other than the TN1 Visa (Canadian).

Responsibilities

• Receive, evaluate, and process technical support requests from customers and service personnel.
• Support the development and reporting of key metrics, including resolution times, technical support workload demands, support gaps, etc.
• Perform detailed analysis and troubleshooting of warranty claims as necessary.
• Perform technical reviews of various technical documents, processes, and procedures.
• Perform failure analysis of defective parts and components.
• Provide the viewpoint and technical expertise of personnel servicing Excellerate products.
• Provide input and analysis of recurring product issues and work with engineering and reliability teams to reduce failure rates or improve serviceability.
• Performs other related duties as required and assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level