Technical Support Engineer, Drives

Danfoss Power Solutions • Loves Park, IL

220d • $65,000 - $75,000

About The Position

Technical Support Engineers report to the NAM Technical Support Manager and will serve as the first point of contact for all NAM Danfoss Drives technical inquiries and Level II support. The core of their duties is to provide outstanding, expert support on the full spectrum of cases with a focus on mid to high complexity; supporting or managing cases escalated from Level I; researching and following up on requests through to successful resolution, done mainly via phone and email in a fast-paced, high-performing contact center environment. Their day to day will be comprised on internal and external queries from customers and end users via our CRM platform, where they will be tasked with different drive set ups and applications, troubleshooting, programing, warranty support, Level I and II requests, collaboration with internal or external teams on solutions, and a combination of related tasks conducive to the satisfactory service and support of our customers.

Requirements

• Bachelor's degree in electrical engineering or related technical field (or a mix of Associate degree and demonstrable equivalent experience in the drive, power electronics or automation industry).
• Minimum 3 years of experience in the Power Electronics or Automation industry.
• Ability to read and interpret electrical schematics of varying levels of complexity, including PCB level.
• Ability to effectively use standard electrical test equipment such as multimeters, oscilloscopes, and power analyzers.

Nice To Haves

• Service and/or Application experience on Danfoss variable frequency drives is highly desirable.
• Service and commissioning experience using Vacon NCLoad, Live, and Danfoss MCT10 software is a plus.
• Experience in a fast-paced technical support contact center environment.
• PLC and/or BAS implementation experience. Programming experience is a plus.
• Fieldbus implementation experience (Bacnet, Modbus, EthernetIP, etc).
• SAP and Salesforce experience.
• Customer Service experience.
• Native, or Advanced (proficient) English. Ability to communicate in French or Spanish as a second language is an asset.

Responsibilities

• Provide support to NAM Danfoss Drives customers via phone and email in a fast-paced, high performing contact center environment, owning and effectively following VFD-related issues through to resolution.
• Document and track issues, maintaining accurate records of customer interactions, including the details of their technical issues and the solutions provided.
• Continuously improve support processes by providing feedback and suggestions based on customer interactions and trends.
• Support the 24/7 after-hours emergency phone line, as part of a weekly, predefined, rotational schedule.
• Conduct product trainings for customers or internal staff to ensure they have a good understanding of the product features, functionalities, and troubleshooting techniques.
• Collaborate with cross-functional teams to resolve complex technical issues or provide feedback on product performance.
• Support the My Drive Assistant website to be the point of contact for growing and maintaining this tool.
• Sporadically travel to customer site and perform technical assessment investigation and/or repair work as required; expected to be up to 25% of the time and mostly domestic.

Benefits

• Bonus system
• Paid vacation
• Flexible working hours
• Possibility to work remotely
• Personal insurance
• Communication package
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Education Level: Bachelor's degree