Technical Support Engineer

Advanced Energy Industries, Inc•Fort Collins, CO

3d•$65,000 - $100,000•Onsite

About The Position

The Technical Support Engineer acts as the primary point of contact for all technical and field related issues. Provides direct technical support to external customers as well as internal co-workers on a 24 x 7 basis. Delivers customer focused support of the highest quality, efficiency and effectiveness. Also provides inside sales support to customers and AE sales staff to determine suitable part numbers to meet customer requirements.

Requirements

Ability to communicate effectively and professionally with a variety of customers.
Strong oral and written communication skills. Ability to organize and express thoughts in a clear and easy manner, in which customers can understand. Ability to communicate via all possible methods to all possible audiences from domestic to international, and from peer to manager.
Strong technical writing skills. Ability to write clear, concise and complete technical explanations and directions.
Excellent customer service/interpersonal skills. Must be able to deal with customers and co-workers in a patient manner, especially in difficult situations. Ability to recognize different communication and cultural styles and adjust accordingly.
Requires the use of independent judgement, responsible actions and professionalism in all customer dealings.
Ability to multi-task and handle many different priorities.
Ability to seek guidance and ask questions when necessary.
Strong computer skills, including experience with Microsoft Office Outlook, Internet browsers, Enterprise Requirements Planning (ERP), and Customer Relationship Management (CRM)
Minimum of two years’ experience as an electronics technician or in a technical support role.
Minimum of two years’ experience in the Plasma industry or supporting power electronics.
Associate’s degree in Electronics and/or equivalent education or experience.

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 other Engineering discipline

Responsibilities

Provide exceptional customer experience when working directly with customers in supporting AE products.
Provide service, technical support, and troubleshooting for AE products in the field via telephone and internet.
Analyze new product sales requests to identify leads and new opportunities and support sales requests by determining appropriate equipment to meet customer specifications.
Adhere to all standard operating procedures including communications within the AE organization, documenting product history, and the creation, follow through, and closure of cases in a timely manner
Provide field data and installation support to the engineering team to help with customer facing problems, product reliability, and product enhancements.
Support and possibly participate in field visits as needed to assess progress, support, and customer.
Contribute to the knowledge management tool through the development of solution-oriented production information.

Benefits

Medical - multiple medical plans are available to choose from
Short and long-term disability and life insurance
Health savings and flexible spending accounts
Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
8 hours of paid volunteer time off
8 weeks of paid parental leave for both parents
Company matched 401(k)
Tuition reimbursement
Expanded mental health coverage and employee assistance programs
Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance
pay-for-performance incentive plan
discounted Employee Stock Purchase Plan