Technical Support Engineer II

Modine Manufacturing Company•Racine, WI

62d•Hybrid

About The Position

The primary focus of this position is to provide world class front-line technical support for all Modine Thermal Management Systems (TMS) products and assist Modine internal teams in resolution of product issues.

Requirements

BS in Computer Science, Electrical Engineering, or other closely related technical field of study
Must be able to demonstrate some level of programming proficiency. Experience with embedded C and Python preferred.
Must have demonstrated ability to troubleshoot and resolve complex mechanical and electrical issues.
Experience providing direct technical support to customers
Must be proficient in problem-solving, root cause analysis and project management.
Must be results-oriented with excellent analytical, planning, organization, and execution skills.
Must have or be able to obtain a passport for travel to Canada.

Nice To Haves

Experience or technical knowledge of electric drivetrains, vehicular thermal management, and commercial vehicles desired.
Knowledge of the Controller Area Network (CAN) protocol and SAE J1939 specifications preferred.
Knowledge of electrical codes, such as NEC, UL, IEC and CE, is beneficial.
Experience with electrical lab equipment is preferred.

Responsibilities

Act as first and primary point of contact for Modine TMS customers regarding any type of technical issue: mechanical, electrical, or software related.
Be extremely responsive to all customer inquiries.
Present a professional image of Modine at all times in appearance and behavior.
Make every attempt to independently solve incoming customer issues and inquiries, escalating issues as necessary to the appropriate teams for assistance.
Test Modine TMS products identifying root cause of issue (firmware, electrical, mechanical, or customer-side) and assist in proposing solution with appropriate TMS team members (if needed)
Modify Modine firmware to correct TMS product response.
Perform other lab based equipment testing, troubleshooting, and duties as required.
Continually enhance skills and knowledge through on-the-job training and external seminars.
Develop and maintain tools used by Modine engineers and technicians. This includes field services tools used by Application Engineering and Sales along with tools used by plant and Warranty technicians.
Help maintain a database of issues, response times, resolutions, and lessons learned for trend monitoring and quick resolution of recurring issues
Report concerning trends to applicable engineering teams for further investigation and resolution.
Travel to customers for field troubleshooting and modification of existing product.
Travel to Modine production facilities and suppliers to assist with product launch.