Remote Technical Support Engineer – Industrial Automation

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Duluth (GA)

On-site

USD 85,000 - 110,000

Full time

6 days ago

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Job summary

WEG Automation is seeking an experienced technical support engineer in the Duluth, GA area to assist customers with drives, controls, and electrical systems. You will diagnose issues, perform remote support, and escalate to Field Service when needed.

Collaboration with engineering and product teams will shape product improvements. The role requires strong troubleshooting, documentation, and customer service skills, plus familiarity with Ethernet/IP, Modbus, and other industrial networks.

Qualifications

Bachelor's degree in engineering preferred, or equivalent combination of education and relevant experience
3 to 7 years of experience supporting industrial automation, drives, controls, electrical systems, or related technologies
Knowledge of Low Voltage Drives, Soft Starters, motors, and industrial electrical systems
Familiarity with Medium Voltage Drives, DC Drives, and System Drives
Experience with PLCs, HMIs, SCADA systems, and industrial communication networks such as Ethernet/IP, Modbus, Profibus, DeviceNet, or BACnet
Understanding of AC/DC motor control, power electronics, and industrial automation systems
Experience utilizing diagnostic software, test equipment, and remote support tools
Knowledge of applicable safety standards, including NFPA 70E, NEC, and OSHA requirements
Strong troubleshooting, analytical, and problem‑solving skills
Excellent verbal and written communication skills
Ability to interpret electrical schematics, wiring diagrams, and technical manuals
Strong organizational and time‑management skills with the ability to manage multiple priorities
Ability to work independently and collaboratively in a team environment
Professional customer service skills, including managing escalated customer situations
Proficiency with Microsoft Office applications
Limited travel availability for customer support, technical training, system evaluations, or escalated troubleshooting activities

Responsibilities

Provide technical support via phone, email, and remote connection for WEG Automation products, including LV Drives, Soft Starters, PLCs, HMIs, and basic MV/DC Drive applications
Troubleshoot electrical, control, programming, and communication issues using established diagnostic processes
Perform remote diagnostics to identify root causes and recommend corrective actions
Determine when on-site intervention is necessary and coordinate escalation to Field Service or Senior Support Engineers
Support Field Service Engineers with technical guidance, troubleshooting assistance, and application expertise
Document customer interactions, troubleshooting activities, and resolutions in the technical support database
Identify product non-conformities and support warranty, quality, and engineering investigations
Assist with product evaluations, testing, warranty validation, and technical issue resolution
Collaborate with Engineering, Quality, and Product Management teams to provide field feedback and support product improvements
Develop and maintain technical documentation, troubleshooting guides, and knowledge‑base resources
Assist with customer training programs and onboarding support for new team members
Participate in after‑hours support rotation as required
Support customers with repair recommendations, return authorizations, and parts identification
Maintain current knowledge of WEG products, applications, and emerging technologies
Deliver a high level of customer service while managing expectations and resolving technical concerns