Technical Support - Utility After Sales

Siemens • San Antonio, TX

115d • $66,220 - $113,520

About The Position

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! Transform the everyday with us! The Electrification and Automation (EA) Business Unit offers the full range of energy distribution systems and solutions for all markets and through all sales channels. We provide reliable power distribution grids of today while investing into our Future Grids portfolio and applications to create the power distribution grid of the future. Our comprehensive portfolio meets the growing technical requirements of todays and tomorrow’s power grid! We are looking for a Technical Support Engineer. This position will be based out of San Antonio, TX.

Requirements

• Bachelor’s degree.
• 3+ years’ experience working in energy storage, solar, utilities.
• Project Management skills with excellent Business acumen.
• High level computer skill (SAP and/or Salesforce experience a plus).

Nice To Haves

• Strong verbal skills to aid in customer communications.
• Strong leadership skills to bring multiple teams together for resolution identification to complex customer issues.

Responsibilities

• Provide technical support and troubleshooting assistance to customers after product sales via phone, e-mail, and web for our Central Inverter and KACO 3-phase string inverter portfolio.
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner.
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues.
• Build a positive customer experience by working closely with Development, Sales and Quality Assurance.
• Respond promptly and professionally to customer inquiries and complaints.
• Ability to lead high level customer resolution by orchestrating interactions between engineering, research and development, project management, sales, manufacturing and other departments.
• Work with our factories and quality teams to develop and implement corrective and preventive actions.
• Improve departmental processes by reviewing best practices and looking for ways to improve the overall structure through efficiency enhancements and other methods.
• Provide frequent updates to all stakeholders during the correction steps for the customer.
• Work closely with field service teams and vendors to align on materials and methods of correction.
• Not only provide ownership in driving resolution for our customers in a timely fashion but by also performing in the most cost-effective way to ensure visibility of after delivery cost reduction for Siemens.
• Up to 40% travel to discuss high profile customer issues to ensure customer relations stay positive.

Benefits

• Siemens offers a variety of health and wellness benefits to our employees.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees