Technical Support Specialist

Talentify; Chicago (IL); Hybrid; USD 59,000 - 74,000; Full time

Job summary

S&C Electric is seeking a Technical Support Specialist to remotely assist customers with installation and troubleshooting of S&C products. The role emphasizes strong communication, analytical thinking and experience in a customer-service environment.

The position involves troubleshooting, documentation in Salesforce, and potential escalation to the Technical Support Engineering Team. Hybrid work and occasional travel are possible, with a focus on maintaining service quality.

Qualifications

• Experience providing remote technical support.
• Associate degree in technology or equivalent experience.
• Strong communication skills, both written and verbal.
• Familiarity with Salesforce for case creation and reporting.

Responsibilities

• Provide remote technical support for Field Service Engineers and Technicians.
• Maintain Case Close Out Rate of 70%+.
• Efficient with KPI Reporting, RTB and other reporting service.
• Troubleshoot S&C equipment over the phone and via email with customers while documenting in Salesforce.
• Fulfill requests for S&C documentation, access to software files and new S&C portal accounts.
• Process RMAs.
• Provide product-specific training within the team and share technical expertise in meetings.
• Understand and comply with all applicable company policies and rules.

Skills

Strong communication

Analytical skills

Customer service

Remote technical support

Education

Associate degree in technology

Tools

Salesforce

Oracle

Job description

As an S&C Electric team member, you’ll work on projects that have real-world impact. You’ll help transform the grid for resilient and reliable power worldwide. S&C has more than a 100-year history of innovation and has been 100% employee-owned since 2012. We continue this legacy as a trusted, forward-thinking leader in the electrical industry. You will advance a safer, more reliable, and more resilient electrical grid. Our products help the grid adapt to severe weather and transition to clean energy. We’re big enough to be a respected industry leader but small enough for you to impact our company directly. Our commitment gives you opportunities to impact on and off the job positively.

Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner!

Hours

• 8:00 am-5:00 pm (Monday-Friday) Hybrid
• Remote with occasional on-site requirements
• Flexible start time

Compensation

At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position is $58,960-$73,700. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria.

Join Our Team as a Technical Support Specialist!

Are you passionate about Technical Support Specialist? The Technical Support Specialist assists customers remotely with the installation and troubleshooting of S&C’s products. This position is for an individual with a customer service background and strong analytical skills, preferably someone with knowledge of S&C equipment and the ability to provide the first level of troubleshooting for customers. It requires effective communication skills: over the phone, email and through Salesforce. The Technical Support Specialist will collect required information from customers and document in Salesforce along with assisting customers with initial troubleshooting. If needed the Technical Support Specialist will elevate to the Technical Support Engineering Team.

Key Responsibilities

• Provide remote technical support for Field Service Engineers and Technicians
• Maintain Case Close Out Rate of 70%+
• Efficient with KPI Reporting, Running the Business (RTB) and other reporting service done by Technical Assistance Center
• Troubleshoot S&C equipment over the phone and via email with customers while documenting in Salesforce
• Fulfill requests for S&C documentation, access to software files and new S&C portal accounts
• Process RMAs
• Provide product specific training within the team and share technical expertise in meetings
• Understand and comply with all applicable company policies and rules

Additional Functions

• Maintain regular and punctual attendance.
• Attend in-person or virtual meetings as requested or required.
• Communicate effectively and respectfully with others.
• Other responsibilities as assigned.

What you’ll need to succeed:

• Experience with electrical power systems, switchgear, distribution equipment, or utility products.
• 3+ years of experience providing remote technical support
• Possess strong communication skills, both written and verbal
• Ability to perform trouble shooting and product support after hours and weekends
• Good communication skills, written and spoken, to clearly present ideas in a variety of forums.
• Good interpersonal and presentation skills to work with team members at all levels across the organization.
• Good problem-solving skills.
• Capable of embracing diversity and equity to ensure they contribute to a respectful and inclusive workplace.

Preferred

• Expertise using SalesForce to create new cases and create reports
• Proficient using Oracle to reference sales information and parts availabilty and stocking levels

Education & Certifications/Licenses

Required

• Associate’s degree in technology or equivalent experience

Physical demands:

• Sitting: Frequently you are required to remain in a stationary position and perform desk-based for 2 hours at a time approximately 5 days per work week.
• Walking: Occasionally required to walk moderate distances up to 1 km.
• Manual Dexterity: Continuously rrequired to use hand-eye coordination to control both hands and arms for a full range of motion to operate office productivity equipment. C
• Ascending/Descending: Infrequently ascending or descending ladders/stairs/scaffolding/ramps/poles.
• Observation/ Descending: Infrequently ascending or descending ladders/stairs/scaffolding/ramps/poles.
• Communication: Continuously required to talk and hear in person and by phone/conference calls.
• Travel: Infrequentlyrequired to travel (up to 10%) and work extended hours when necessary. Required to travel overnight. Required to travel internationally.

Environmental & Hazardous Conditions

• Occasionally working indoors/outdoors in an air-conditioned/non-air-conditioned office/manufacturing/site-based environment.
• Occasionally exposure to fumes/vapors/dust/gases/odors/mist/toxic chemicals/radiation/vibration/grease/oils/radiation/lasers/other etc.
• Occasionally exposed to low/moderate/high noise levels, including machinery/vehicles/forklifts/office equipment/office traffic, etc.
• Occasionally working around energized equipment with the risk of electrocution/scalding/burns/other etc.
• Infrequently exposure to wet humid/outdoor weather/extreme cold (non-weather)/extreme heat (non-weather) conditions/other conditions.
• Occasionally working with machinery with moving parts/vehicles/forklifts/heavy machinery/sharp objects/other etc.

Disclaimers

This job description is not an exhaustive list of all functions that the team member may be required to perform, and the team member may be required to perform additional functions either temporarily or on an ongoing basis.

The Company reserves the right to revise this job description at any time and to change or eliminate this position.

The team member must be able to perform the essential functions of the position satisfactorily.

Team Member Acknowledgement

I have read this job description, and I understand my responsibilities and the job’s essential functions. I am able to perform the essential functions and responsibilities outlined. I understand that the responsibilities, duties, and essential functions of this job may change on a temporary or ongoing basis according to the Company’s needs or business decisions, and that, if so, I may be required to perform additional duties, responsibilities, and functions. If I have questions about duties, responsibilities, and functions, I may discuss them with my supervisor or an appropriate member of the HR team.

S&C Electric is committed to equal-opportunity employment. All employees and applicants will be considered without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at [e-mail].

No fixed deadline.