Senior Technical Support Engineer - Industrial Power Systems

States Manufacturing Corporation; Richmond (VA); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Forgent Power is seeking a Technical Support Engineer to serve as the primary escalation point for advanced diagnostics and root cause analysis of complex equipment issues. You will guide remote and on-site troubleshooting with cross-functional teams and drive permanent corrective actions to improve service outcomes.

Ideal candidates have 3–5+ years in industrial electrical systems, strong electrical schematics literacy, and experience with Salesforce and ERP systems.

Qualifications

• Bachelor's degree in Electrical or Mechanical Engineering or related field.
• 3–5+ years in technical support, field service, commissioning, or product support within industrial electrical systems.
• Proven ability to diagnose and resolve complex system-level equipment issues.
• Strong ability to read and interpret electrical schematics, single-line diagrams, and BOMs.
• Solid understanding of power distribution systems and troubleshooting methodologies.
• Experience with CRM/case management platforms (Salesforce preferred) and ERP systems.

Responsibilities

• Advanced Diagnostics & Root Cause Analysis
• Lead complex technical investigations across electrical systems, identifying root causes and validating corrective actions beyond initial symptom resolution.
• Escalation Resolution Leadership
• Serve as the primary escalation point for issues that cannot be resolved at Tier 1; take ownership of technically complex or repeat failures until closure.
• Engineering & Manufacturing Feedback Loop
• Translate field failures into actionable insights for product engineering and manufacturing quality teams to drive permanent corrective actions.
• Standard Development & Technical Guidance
• Develop troubleshooting procedures, diagnostic playbooks, and technical standards to improve first-time fix rates across the service organization.
• Knowledge Base Contribution: Meticulously document technical root causes and resolution steps in Salesforce to continuously build out the internal service engineering knowledge base.

Skills

Analytical problem-solving

Clear communication

Case management

Electrical schematics reading

Power distribution knowledge

Education

Bachelor's degree in Electrical or Mechanical Engineering

Tools

Salesforce

ERP systems

Job description

Forgent Power is seeking a Technical Support Engineer to serve as the primary escalation point for advanced diagnostics and root cause analysis of complex equipment issues. You will guide remote and on-site troubleshooting with cross-functional teams and drive permanent corrective actions to improve service outcomes.

Ideal candidates have 3–5+ years in industrial electrical systems, strong electrical schematics literacy, and experience with Salesforce and ERP systems.