Technical Support Engineer

Forgent • Richmond, VA

2d • Hybrid

About The Position

The Technical Support Engineer serves as the primary technical escalation point within Forgent Power’s Service organization, responsible for advanced diagnostics, root cause analysis, and resolution of complex equipment issues. This role partners closely with Technical Support & Warranty Specialists to receive fully defined cases, perform in depth technical evaluation, guide remote and on-site troubleshooting activities, and drive permanent corrective actions. Success requires strong engineering judgment, deep product knowledge, and the ability to translate complex technical issues into clear, actionable solutions.

Requirements

• Bachelor’s degree in Electrical or Mechanical Engineering (or related field) preferred; equivalent experience in engineering technology or field service considered.
• 3–5+ years in technical support, field service, commissioning, or product support within industrial electrical systems (e.g., switchgear, transformers, power systems).
• Proven ability to diagnose and resolve complex system-level equipment issues.
• Strong ability to read and interpret electrical schematics, single-line diagrams, and BOMs.
• Solid understanding of power distribution systems and troubleshooting methodologies.
• Experience with CRM/case management platforms (Salesforce preferred) and ERP systems.
• Strong analytical problem-solving skills and ability to troubleshoot under pressure.
• Clear communication of technical issues and guidance to field teams and customers.
• Ability to manage multiple cases and priorities effectively.

Responsibilities

• Lead complex technical investigations across electrical systems, identifying root causes and validating corrective actions beyond initial symptom resolution.
• Serve as the primary escalation point for issues that cannot be resolved at Tier 1; take ownership of technically complex or repeat failures until closure.
• Translate field failures into actionable insights for product engineering and manufacturing quality teams to drive permanent corrective actions.
• Develop troubleshooting procedures, diagnostic playbooks, and technical standards to improve first-time fix rates across the service organization.
• Meticulously document technical root causes and resolution steps in Salesforce to continuously build out the internal service engineering knowledge base.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level