Senior Product Support Specialist

FTI; Menasha (WI); Hybrid; USD 70,000 - 90,000; Full time

Job summary

FTI in Menasha, Wisconsin, is seeking a Senior Product Support Specialist to provide expert-level technical support for Excellerate products. The ideal candidate will have a Bachelor's degree in a technical field and 5 years of relevant experience. Responsibilities include evaluating technical support requests, analyzing warranty claims, and performing technical document reviews. This position offers a hybrid work schedule and competitive benefits as part of FTI's commitment to employee wellness.

Qualifications

• Bachelor's degree or equivalent technical training with relevant experience.
• Experience with troubleshooting electrical distribution systems.
• Ability to interpret technical documentation.

Responsibilities

• Evaluate and process technical support requests from customers.
• Support development of key metrics regarding technical support.
• Perform failure analysis of defective parts.

Skills

Technical documentation interpretation

Troubleshooting electrical distribution systems

Knowledge of communication protocols

ERP or CRM platform familiarity

Strong communication skills

Organizational skills

Education

Bachelor’s degree in a related technical field

5 years of relevant industrial/utility electrical equipment experience

Job description

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And - as “one of the Healthiest 100 Workplaces in America” - is focused on the mind/body/soul of team members through our Culture of Care.

The Senior Product Support Specialist will provide expert-level technical support and review for all Excellerate products. You will ensure both internal and external customers receive prompt, effective, and professional technical assistance. You will play a key role as a subject matter expert, performing various technical evaluations, process improvements, and data analysis as it pertains to products and services.

MINIMUM REQUIREMENTS

Education & Experience

Bachelor’s degree in a related technical field with 5 years of relevant industrial/utility electrical equipment experience, or equivalent technical training with 8 years of experience. Experience must include troubleshooting electrical distribution systems and implementing communication protocols (e.g., Modbus, Ethernet, CAN, BMS, APIs).

• Ability to interpret highly technical documentation (Manuals, Electrical/Mechanical schematics, service reports, Bill of Materials, etc).
• Strong understanding of all safety hazards and required mitigation methods field personnel experience and implement when troubleshooting a variety of electrical distribution equipment and systems.
• Familiar with ERP or CRM platforms (e.g., Salesforce, Service Cloud, Acumatica)
• Strong written and verbal communication skills.
• Detail-oriented with excellent organizational and documentation skills.

Travel: up to 10%

Work Schedule: This position works a hybrid schedule between the hours of 7 AM and 5 PM, Monday-Friday. However, work may be performed at any time on any day of the week to meet business needs.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time other than the TN1 Visa (Canadian).

KEY RESPONSIBILITIES

• Receive, evaluate, and process technical support requests from customers and service personnel.
• Support the development and reporting of key metrics, including resolution times, technical support workload demands, support gaps, etc.
• Perform detailed analysis and troubleshooting of warranty claims as necessary.
• Perform technical reviews of various technical documents, processes, and procedures.
• Perform failure analysis of defective parts and components.
• Provide the viewpoint and technical expertise of personnel servicing Excellerate products.
• Provide input and analysis of recurring product issues and work with engineering and reliability teams to reduce failure rates or improve serviceability.
• Performs other related duties as required and assigned.

BENEFITS

We provide industry-leading benefits as an investment in the lives of team members and their families. You’re invited to review the full list of FTI benefits available to regular/full-time team members. Start here. Grow here. Succeed here.

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.