Technical Support Engineer

Doble Engineering Company • Accident, MD

80d • $79,426 - $99,282

About The Position

A Technical Support Engineer at Doble Engineering will provide after-sales support to our rapidly growing business. The Technical Support Engineer will provide application and technical support across the entire Phenix Technologies product portfolio for customers. This role will provide assistance and guidance to customers via phone, email, or other channels to resolve their inquiries and ensure satisfaction. This position is based at Doble's facility located in Accident, MD and will report to the Service Manager.

Requirements

• Bachelor of Science in Engineering or equivalent relevant experience.
• 0 - 5 years of electrical industry experience.
• Working knowledge of office suite products, specifically Word, Excel, Outlook and Teams.
• Knowledge of engineering drawings and schematics.
• Ability to express ideas clearly and professionally through oral communication.
• Strong customer service skills.
• Detail oriented.
• Reliable.

Nice To Haves

• Previous experience in a service capacity within the electrical industry.
• Previous experience with SalesForce.com.
• Previous experience with various PLC platforms.
• Demonstrated knowledge of workflow efficiencies.

Responsibilities

• Provide technical support for Service Engineers & Technicians.
• Partner with the Service Manager to coordinate timely responses to customers.
• Engage cross-functionally with production, production planning, engineering, service technicians, service support.
• Provide support and development of legacy systems and upgrades for customers globally.
• Increase overall post-sales service attachment rate for new product sales.
• Serve as a liaison between service and test department to support the coordination of test equipment allocations for field calibrations.
• Project manage large service projects to ensure efficient workflow from quotes, through site installation.
• Provide voice of customer feedback regarding new products and application opportunities.
• Manage service opportunity pipeline.
• Assume the role of design lead and complete relevant engineering drawings where possible.
• Provide workflow packages to the production team.
• Own scheduling responsibilities for large service projects.
• Coordinate continuous improvement and efficiency initiatives within the Service Department.
• Effectively communicate with internal and external customers to complete projects.
• Serve as a technical escalation point for customer requests.
• Assist with root cause and field troubleshooting analysis.
• Travel domestically and internationally up to 10% of the time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Bachelor's degree