Technical Support Representative - Power Systems Relaying

Schweitzer Engineering Laboratories; Boise (ID); On-site; USD 41,000 - 59,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Employee-owned ESOP

401(k) options

10 paid holidays

12 days vacation

Job summary

Schweitzer Engineering Laboratories in Boise, Idaho, seeks a Technical Support Representative in Sales & Customer Service to deliver world-class technical support and customer trainings that help protect critical electrical infrastructure worldwide.

A typical day includes diagnosing product software/hardware issues, guiding customers through resolution steps, logging interactions in the CRM, and collaborating with Application Engineers during training sessions.

Qualifications

• Associate degree or equivalent experience.
• Basic knowledge of SEL products and how-tos.
• Excellent customer service commitment.
• Strong ability to listen, understand problems, and route as necessary.
• Strong writing, documentation, and speaking skills.
• Willingness to travel occasionally for training.

Responsibilities

• Diagnose technical product software and hardware issues.
• Guide customers through steps to resolve issues of basic complexity.
• Elevate complex issues to Application Engineers when needed.
• Provide excellent customer service via phone and email.
• Log calls, issues, and resolutions in the CRM.
• Develop basic understanding of SEL products and manuals.
• Participate in direct customer training and seminars.

Skills

Customer service

Active listening

Written & spoken communication

Problem solving

Self-starter

Willing to travel

Education

Associate degree or equivalent experience

Tools

CRM software

Job description

The devices we make at SEL are embedded in the power grid. They prevent blackouts. They make outages safer and shorter in duration; they add cybersecurity, automation, and communication. They use cutting-edge technologies and operate at speeds that push other pieces of the grid to go faster. As a Technical Support Representative in Sales & Customer Service, you'll provide world class customer service directly to our customers by providing technical support, engaging in customer trainings, and providing solutions and services that help our customers protect and control critical electrical infrastructure and power systems worldwide.

As a Technical Support Representative, a typical day might include the following:

• Diagnosing technical SEL product software and hardware issues
• Guide customers through steps to resolve issues of basic complexity.
• Understand when to elevate issues to Application Engineers.
• Provide excellent customer service using a wide variety of communication skills, especially phone and email communications.
• Log calls, problems addressed, and resolutions achieved in customer relationship management tool.
• Develop basic level understanding of SEL products, instruction manuals, and SEL software.
• Participate in direct customer training through customer visits, trainings, and annual interactive seminars.

This job might be for you if:

• You have an associate degree or equivalent experience.
• You have basic knowledge of SEL products, the SEL website, and How-To instructions
• You have excellent customer service commitment
• You have a strong ability to listen to customers to understand the problem, solve issues, or route as necessary.
• You have strong writing, documentation, and speaking skills
• You can learn new skills and are a self-starter
• You are technically curious and enjoy problem-solving
• You can travel occasionally for training purpose

Why this role is exciting:

• You'll get to learn about SEL products and services from field experts
• You'll get to expand your knowledge regarding (but not limited to) electrical engineering, and power systems protection.
• You'll get to collaborate with SEL Application Engineers, Technical Support Representatives, Customer Service Representatives, and Account Representatives across Sales and Customer Service.
• You'll be in a constant state of learning, problem-solving, and sharing customer success.

Location

This position is located in Boise, ID, capital of the gem state, and on the Boise River in the southwestern part of the state. You will enjoy local restaurants in a vibrant downtown full of small businesses, easy access to mountain foothills and 190 miles of trails. The city is also home to great schools and universities including Boise State University. Boise has been ranked as one of America's fastest growing cities, making it a great place to live and work.

Competitive pay. Superior benefits. Inspiring work.

People are at the core of our company and we hire employee-owners. We welcome you to learn more about how we support employees.

We're 100% employee owned. Retirement benefits include an employer funded stock ownership plan (ESOP) and personal 401(k) options.

We offer top tier medical, prescription, dental, vision, life, and disability insurance.

We recognize the importance of a healthy life balance and offer:

• 10 paid holidays
• annual vacation accrual starting at 12 days
• 9 paid sick days
• paid family and medical leave that covers 90% of your pay

We foster growth and development of our employees through avenues such as STEM courses, apprenticeships, tuition assistance, and engineering development programs.

Ask our team about other benefits including wellness, fertility, adoption, and flexible spending benefits.

Salary Information

$29.75 - $43.00 per hour. We base our starting pay offer on job-related factors such as candidate experience, training, knowledge, and skills.

SEL is an Equal Opportunity Employer: Vets/Disabled.