Remote Technical Support Engineer – Electrical Grid

S&C Electric

Chicago (IL)

Hybrid

USD 59,000 - 74,000

Full time

14 days+

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Job summary

S&C Electric is seeking a Technical Support Specialist to remotely assist customers with installation and troubleshooting of S&C products. The role emphasizes strong communication, analytical thinking and experience in a customer-service environment.

The position involves troubleshooting, documentation in Salesforce, and potential escalation to the Technical Support Engineering Team. Hybrid work and occasional travel are possible, with a focus on maintaining service quality.

Qualifications

Experience providing remote technical support.
Associate degree in technology or equivalent experience.
Strong communication skills, both written and verbal.
Familiarity with Salesforce for case creation and reporting.

Responsibilities

Provide remote technical support for Field Service Engineers and Technicians.
Maintain Case Close Out Rate of 70%+.
Efficient with KPI Reporting, RTB and other reporting service.
Troubleshoot S&C equipment over the phone and via email with customers while documenting in Salesforce.
Fulfill requests for S&C documentation, access to software files and new S&C portal accounts.
Process RMAs.
Provide product-specific training within the team and share technical expertise in meetings.
Understand and comply with all applicable company policies and rules.