Remote Technical Support Engineer — Advanced Troubleshooter

Franklin Electric Co.; United States; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid remote work arrangements

401(k) with matching

Health, dental, vision

Job summary

Franklin Electric is seeking a Technical Support Engineer to deliver second-tier technical support and product expertise to internal and external customers. The role focuses on diagnosing complex issues, proposing customer-centric solutions, and identifying opportunities to introduce relevant products and services.

The position will require located work within PST/MST time zones. Join Franklin Electric to advance your career while contributing to sustainable water management solutions with a

Qualifications

• Education: High school diploma required; Associate’s degree in Electrical or Mechanical Engineering strongly preferred.
• Experience: 3 to 5 years of related technical support or field service experience.
• Technical Proficiency: Mastery of ERP (JD Edwards), PLM (Windchill), and Call Center systems.
• Complex problem solving: ability to use excellent judgment in complex technical situations.
• Communication: translate technical info for vendors, customers, and internal teams through reports and presentations.

Responsibilities

• Advanced Troubleshooting: Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
• Client Training: Conducting onsite and web-based seminars to teach customers how to implement and use products correctly.
• Sales Integration: Identifying opportunities for additional sales and service growth while interacting with clients.
• Case Management: Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions.
• Knowledge Development: Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.

Skills

Effective communication

Problem solving

Team collaboration

Hard-working mindset

Education

Associate’s degree in Electrical or Mechanical Engineering

High school diploma

Tools

JD Edwards

Windchill

Call Center systems

Job description

Franklin Electric is seeking a Technical Support Engineer to deliver second-tier technical support and product expertise to internal and external customers. The role focuses on diagnosing complex issues, proposing customer-centric solutions, and identifying opportunities to introduce relevant products and services.

The position will require located work within PST/MST time zones. Join Franklin Electric to advance your career while contributing to sustainable water management solutions with a