Remote Technical Support Engineer ERP/PLM Expert

Franklin Electric; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid remote work arrangements

Generous paid time off & holidays

Paid parental leave & on-site rooms

Job summary

Franklin Electric in the United States is seeking an engineering support professional to deliver advanced troubleshooting, client training, and proactive case management from a remote location. You will assess complex product issues, guide customers through installation and usage, and collaborate with sales to drive service expansion.

The role emphasizes strong communication, problem-solving, and the ability to translate technical details for diverse audiences while supporting ongoing software

Qualifications

• High school diploma required; Associate’s degree in Electrical or Mechanical Engineering strongly preferred.
• 3 to 5 years of related technical support or field service experience.
• Proficiency with ERP (JD Edwards), PLM (Windchill), and Call Center systems.
• Excellent judgment for solving complex technical problems and making high-impact decisions.
• Strong ability to translate technical information for vendors, customers, and internal teams.

Responsibilities

• Advanced Troubleshooting: Provide second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
• Client Training: Conduct onsite and web-based seminars to teach customers how to implement and use products correctly.
• Sales Integration: Identify opportunities for additional sales and service growth while interacting with clients.
• Case Management: Track open customer issues, communicate status updates, and follow up to ensure resolutions.
• Knowledge Development: Create technical bulletins, review manuals, and assist with new software deployment and training.

Skills

Effective communication

Complex problem solving

Results oriented

Education

High school diploma

Associate’s degree in Electrical or Mechanical Engineering

Tools

ERP (JD Edwards)

PLM (Windchill)

Call Center systems

Job description

Franklin Electric in the United States is seeking an engineering support professional to deliver advanced troubleshooting, client training, and proactive case management from a remote location. You will assess complex product issues, guide customers through installation and usage, and collaborate with sales to drive service expansion.

The role emphasizes strong communication, problem-solving, and the ability to translate technical details for diverse audiences while supporting ongoing software