Product Support Engineer

Doble Engineering; Marlborough (MA); On-site; USD 107,000 - 133,000; Full time

Job summary

Doble Engineering in Marlborough, MA is seeking a Product Support Engineer to provide expert support to the Client Service Engineering group and power utility clients under a Doble Service Agreement. You will troubleshoot Doble products, collaborate with Operations and Engineering on equipment updates, and help manage the lease pool inventory while traveling up to 10% when required.

The role reports to the CS Manager or Director and requires strong communication, training capability, and a

Qualifications

• Bachelor's degree in a technical discipline; electrical engineering preferred.
• Utility or similar experience focused on diagnostic instrumentation.
• Strong customer service mindset and professional conduct.
• Willingness to travel up to 10%, typically to client sites.
• Ability to multi-task and adapt to changing client needs.
• Willingness to train others and work outdoors at energized substations if needed.

Responsibilities

• Provide technical and application support on Doble products internally and externally.
• Training and consultation on diagnostic instruments.
• Support R&D related to application and product development where appropriate.
• Provide troubleshooting assistance to CSEs, clients and Engineering.
• Assist in timely returns of lease pool equipment from client sites.
• Work with Operations to establish priority and turnaround time on repairs.
• Track and trend instrument problems in the field.
• Document steps to reproduce errors in-house.
• Assist in documentation and distribution of service advisories.

Skills

Strong communication skills

Presentations and training

Customer service mindset

English fluency

Team collaboration

Education

Bachelor's Degree in a technical discipline

Tools

JIRA

Diagnostic instrumentation knowledge

Job description

Job Summary

We are seeking a Product Support Engineer who will be responsible for providing product support to the Client Service Engineering group as well as entities of the power utility industry that subscribe to a Doble Service Agreement. The role includes providing troubleshooting support on Doble products, working closely with Operations and Engineering on equipment updates and issues reported and assisting with ongoing inventory within the lease pool. This role will be based in our Marlborough, MA office and would be reporting to the CS Manager or Director.

Essential Job Functions

• Provide technical and application support on Doble products both internally and externally
• Training and consultation on diagnostic instruments.
• Support R&D related to application and product development where appropriate.
• Provide troubleshooting assistance to CSE’s, clients and Engineering.
• Assist in timely returns of lease pool equipment from client sites.
• Work with Operations to establish priority and turnaround time on repairs
• Track and trend instrument problems that are occurring in the field
• Document steps that create errors or malfunction so that they can be reproduced in house
• Assist as needed in the documentation and distribution of service advisories

DECISION-MAKING LATITUDE

• Engineer should be able to assist in product troubleshooting for higher level of support to CSE’s to assist clients.
• Should be able to provide basic training to CSE’s on hardware troubleshooting as well as other functions such as JIRA and order entries.
• Should be able to make basic decisions on client support activities but will be required to have supervisory review on advanced topics.

Qualifications

EDUCATION:

Bachelor’s Degree in a technical discipline, preferably electrical engineering. This requirement can be waived for individuals with alternative technical training, specifically focused on power apparatus and familiarity with Doble products.

REQUIRED EXPERIENCE:

• Utility or similar experience specifically focused on diagnostic instrumentation
• A solid commitment to customer service is necessary.
• The ability to conduct oneself in a professional manner.
• Willingness to travel if necessary. Anticipated to be no more than 10%.
• The ability to multi-task and be flexible. The daily routine includes frequent client interactions. Job assignments frequently change to meet client needs.
• The willingness to teach and work outdoors in energized substations if necessary.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong communication skills both written and verbal. The candidate must be able to clearly and concisely express their opinion.
• Good presentation skills will be required to conduct product training and technical presentations at various forums and to audiences with varying skill sets. Requires a solid command of the English language however, fluency in another language is a plus.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use fax machines, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds. Must use assistance when lifting 50 pounds or more.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience. Salary Pay Range Minimum $106,522.87 - Midpoint $133,153.59

Equal Opportunity Employer/Protected Veterans/Individuals With Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with our without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Applicants must be authorized to work for any employer in the United Sates. Doble Engineering is unable to sponsor or take over sponsorship of an employment visa at this time.