Technical Support Engineer
About The Position
The Technical Support Engineer is the primary contact for technical and field-related issues, providing direct support to external customers and internal colleagues 24 hours a day, 7 days a week. The role delivers high-quality, efficient, customer-focused support for Advanced Energy products and provides inside sales assistance by identifying suitable part numbers and equipment for customer requirements. The position is onsite in Fort Collins, Colorado, and works under indirect supervision in a standard office and potentially fast-paced customer service environment. Some travel may be required, and the employee must be available to provide service across all shifts.
Requirements
- Minimum of two years of experience as an electronics technician or in a technical support role.
- Minimum of two years of experience in the plasma industry or supporting power electronics.
- Associate’s degree in Electronics or equivalent education or experience.
- Ability to communicate effectively and professionally with a variety of customers.
- Strong oral, written, and technical writing skills, including the ability to communicate clearly with domestic and international audiences at different organizational levels.
- Excellent customer service and interpersonal skills, including patience in difficult situations and the ability to adapt to different communication and cultural styles.
- Ability to use independent judgment and act responsibly and professionally in customer dealings.
- Ability to multitask and manage competing priorities.
- Ability to seek guidance and ask questions when necessary.
- Strong computer skills, including Microsoft Office Outlook, internet browsers, ERP, and CRM.
Nice To Haves
- Experience with ERP and CRM systems.
- Understanding of control communication protocols such as Modbus and Ethernet TCP/IP.
- Bachelor’s degree in Electronics or another Engineering discipline.
Responsibilities
- Provide an exceptional customer experience while supporting Advanced Energy products directly with customers.
- Provide service, technical support, and troubleshooting for products in the field by telephone and internet.
- Analyze new product sales requests to identify leads and opportunities, and determine appropriate equipment to meet customer specifications.
- Follow standard operating procedures, including internal communications, product-history documentation, and timely creation, follow-through, and closure of cases.
- Provide field data and installation support to engineering to address customer-facing problems, product reliability, and product enhancements.
- Support and potentially participate in field visits as needed to assess progress and assist customers.
- Contribute solution-oriented product information to the knowledge management tool.
Benefits
- Annual pay-for-performance incentive plan.
- Discounted Employee Stock Purchase Plan.
- Multiple medical plans.
- Short- and long-term disability insurance.
- Life insurance.
- Health savings and flexible spending accounts.
- Three weeks of paid vacation to start.
- Seven days of paid sick time.
- Twelve paid holidays.
- Eight hours of paid volunteer time off.
- Eight weeks of paid parental leave for both parents.
- Company-matched 401(k).
- Tuition reimbursement.
- Expanded mental health coverage and employee assistance programs.
- Voluntary critical illness, accident, hospital indemnity, pet, identity theft, and legal assistance benefits.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
