Technical Support Engineer - Omni-Channel & Field

Power Test, LLC; Sussex (WI); On-site; USD 60,000 - 90,000; Full time

Job summary

Power Test, LLC is seeking a Technical Support Engineer to own customer cases from initial contact to confirmed resolution. You will troubleshoot dynos, control systems, VFDs, PLCs, and pump systems, while documenting findings for the knowledge base and collaborating with Engineering to drive Level 3 resolutions.

You will provide field technician support via remote tools, maintain ticket hygiene, and contribute to cross-channel customer experience excellence across phone, email, WhatsApp, and

Qualifications

• Respond to customer inquiries across phone, email, WhatsApp and live chat.

Responsibilities

• Own a ticket from first contact to confirmed resolution.
• Diagnose and troubleshoot Power Test equipment (dynos, control systems, VFDs, PLCs).
• Document all findings for knowledge base and case history.
• Coordinate with Engineering/SME for Level 3 issues.
• Maintain ticket hygiene and SLA compliance.
• Support field technicians with remote assistance as needed.

Skills

Omni-Channel Support

Technical Troubleshooting

Ticket Management

Knowledge Base Development

Field Technician Support

Fast Learner

Education

Associate/Bachelor in Engineering Technology or related field

Tools

Salesforce Service Cloud

Microsoft Dynamics 365

Zendesk

Freshworks

ServiceNow

ServiceMax

Job description

Power Test, LLC is seeking a Technical Support Engineer to own customer cases from initial contact to confirmed resolution. You will troubleshoot dynos, control systems, VFDs, PLCs, and pump systems, while documenting findings for the knowledge base and collaborating with Engineering to drive Level 3 resolutions.

You will provide field technician support via remote tools, maintain ticket hygiene, and contribute to cross-channel customer experience excellence across phone, email, WhatsApp, and