Technical Product Service Specialist

Phoenix Contact USA

Middletown Township (PA)

On-site

USD 45,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision coverage

401k matching

Generous time off package

Fully paid maternity leave

Fully paid paternity leave

Job summary

A leading technology company in Pennsylvania is seeking a Product Support Specialist to provide level 1 technical support to customers, sales personnel, and channel partners. This entry-level position requires a bachelor's degree in engineering or related fields, along with strong interpersonal and electrical engineering knowledge. Responsibilities include answering customer inquiries via calls and emails, documenting details in the CRM system, and advising customers on product applications. The role offers a full-time employment type with additional benefits.

Qualifications

Demonstrate Level 1 across competency across all product areas.
Ability to communicate technical concepts to non-technical people.
Knowledge of electrical engineering design fundamentals.

Responsibilities

Provide answers to questions through inbound calls, e-mails, and chats.
Document customer inquiries in CRM system.
Advise customers how to apply products effectively.
Continuously develop knowledge on products and applications.

Skills

Technical support

Interpersonal skills

Electrical engineering knowledge

Analytical skills

Education

Bachelor's degree in engineering or technical focus

AS in Engineering or related field

Job description

3 days ago Be among the first 25 applicants

Product Support Specialists (APSS) provide level 1 technical support to Phoenix Contact customers, sales personnel and channel partners. The Associate Product Support Specialist will be responsible for providing technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. The APSS will work with Phoenix Contact customers and channel partners and communicate all support case details to our customers and our sales team. While not supporting customers directly, the APSS will be expected to develop their knowledge of related products and systems.

The hiring title for this role is Product Support Specialist. Depending on level of experience, this role may be filled as an Associate level.

Responsibilities

Provide answers to questions through inbound calls, e-mails, and chats from customers, channel partners and sales team
Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
Meet job specific service and training goals, while following work processes as defined by management
Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience
Make time for and utilize training resources to continually improve job skills and knowledge.
Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask
Build a working knowledge of applicable policies and procedures, and their intent
Learn key stakeholders in other departments
Advise customers how to apply Phoenix Contact products to provide an optimum solution for their application
Analyze competitive product and specify Phoenix Contact product with equivalent electrical and mechanical characteristics
Qualify and gather input for system design through functional specification review or by direct customer interaction with minimal guidance
Develop proof of concept applications and implement test plans to validate proposed solutions
Research and understand existing competitive and emerging products and technologies and keep up to date with changing technologies and industry trends
Develop and maintain a basic understanding of industrial networking and communication technologies
Be on call for emergency services when required
Continuously develop knowledge on Phoenix Contact products and their applications in industry
Work to continually improve the quality of service offered to our customers and partners
Understand and maintain a working knowledge of any industry standards that play a role in industrial systems
Effective interpersonal skills with comfort in delivering group presentations
Accept feedback from other team members and management team
Effectively communicate with customers to understand their needs and provide appropriate solutions
Actively communicate with management and mentorship team, specifically addressing needs for training, suggestions for improvement, and critical customer issues and trends

Qualifications

Bachelor's degree in engineering or technical focus preferred
- BSEE/EET/MFET/Computer Engineering, or related field
- AS in Engineering or related field with a minimum 2 years of industrial automation experience
Demonstrate Level 1 across competency across all product areas through customer responses and testing.
Demonstrate Level 2 Competency in three or more areas of specialization
Competency in providing quality levels of service as demonstrated through practice as an Associate Support Specialist or equivalent experience
Working knowledge of control cabinet design process and principals
Knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, single & three phase power 120/240/480 VAC
Ability to learn or knowledge of system components, standards, and best practices:
- Panel installation, layout and marking
- Process system signal transmission and isolation
- Relay technology, and discrete signal transmission
- Power generation, transmission, distribution, and protection for AC and DC circuits
- Functional safety systems, specifications and standards
- Industrial controllers, distributed IO systems and communication protocols
- Network security, infrastructure and design as applied in industrial control systems
- Visualization technology and best practices
- Ability to interpret electrical and mechanical schematics
- Ability to communicate technical concepts and principles to non-technical people orally and in writing
Must be willing to work flexible shifts based on departmental needs, could include late nights to 7 PM Eastern time
Ability to set priorities and perform simultaneous tasks

Essential Job Functions

5% Travel Requirement (1% - 3% Overseas)
Must be able to lift 50 pounds
Must be able to sit and/or stand for extended periods of time (2-4 hours at a time)
Must be able to work on a computer for extended periods of time (up to 4 hours at a time)
Must be able to travel in vehicles (automobiles, trains, and planes) for up to 10 hours
Must comply with company dress code guidelines
Punctuality and attendance in accordance with company policies
Must be able to communicate effectively in verbal and written English
Timely reporting of expenses

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, assistance, and more!

Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 x3490 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email HR@phoenixcontact.com.

Seniority level