Technical Support Engineer

Franklin Electric•Fort Wayne, IN

19h•Hybrid

About The Position

Join Franklin Electric on our mission to empower communities with sustainable water management solutions, where your expertise will play a vital role in shaping a better future for generations to come. The Technical Support Engineer is responsible for delivering advanced, second-tier technical support and product expertise to both internal and external customers. This role serves as a trusted advisor, diagnosing complex issues and recommending effective, customer-centric solutions. In addition, the Technical Support Engineer identifies opportunities to enhance the customer experience by thoughtfully introducing relevant products and services. Candidates located within the West Region will be prioritized to serve the 8am to 5pm PST time zone. Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility. Join us to create a better future while growing professionally in a supportive environment!

Requirements

High school diploma required; an Associate’s degree in Electrical or Mechanical Engineering is strongly preferred.
3 to 5 years of related technical support or field service experience.
Mastery of specific software ecosystems including ERP (JD Edwards) , PLM (Windchill), and Call Center systems.
The ability to use "excellent judgment" to handle variables in complex technical situations and make high-impact decisions.
Strong ability to translate technical info for vendors, customers, and internal teams through reports and presentations.

Responsibilities

Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
Conducting onsite and web-based seminars to teach customers how to implement and use products correctly.
Identifying opportunities for additional sales and service growth while interacting with clients.
Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions.
Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.