Technical Support Engineer

IDEC Corporation was founded in 1945 and is listed with the Tokyo Stock Exchange with the headquarters located in Osaka, Japan. IDEC designs, manufactures and markets control automation products throughout the world. The products which we develop with ardent devotion to safety, higher productivity and environmental improvements include switches, relays, PLCs, operator interfaces, explosion-proof products, and LED lighting. IDEC also provides customized control solutions, including robot system integration where absolute safety is required in places with people and robots working as a team.

With a customer centric mindset, this role is responsible for providing first-line technical assistance to customers and internal users. This role involves diagnosing and troubleshooting technical issues, escalating complex problems, and delivering excellent customer service.

1051 East Main Street, #110 East Dundee, IL, 60118

• Provide technical support to field sales engineers and customers via phone, email, and Salesforce which requires a combination of deep technical expertise, rapid response times, and structured case management.
• Drives results by promptly addressing needs, asking insightful questions, and ensuring consistent follow-through
• Assist customers in programming both PLC and HMIs
• Knowledge of company product lines and troubleshooting methods.
• Excellent problem solver that can define a problem clearly, analyze root causes and provides appropriate solutions.
• Hands‑on ability to wire electronic equipment to test customer issues
• Ability to effectively prioritize and execute tasks in a high‑pressure environment
• Document and track customer issues, resolutions, and escalations in the support system
• Assist in creating and maintaining knowledge base articles for common issues
• Evaluate warranty repairs which involves a structured approach to analyze, document, and process claims to ensure compliance, accuracy, and cost‑effectiveness
• A team player by collaborating and communicating effectively to achieve company goals Maintain high customer satisfaction through professional communication and follow‑ups

• BS or advanced degree in engineering (BSEE, BSME or equivalent) preferred or equivalent associates degree
• Experience in technical and engineering support, application engineering, or related roles is preferred
• Possess technical aptitude in one or more areas of: machine control (PLC), safety, operator interfaces, panel design, relays, switches, power supplies
• Familiarity with relevant software applications and tools such as IEC
  1131 programming, Codesys, HMI design, Python, etc.
• Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams)
• Familiarity with relevant regulations and compliance requirements.
• Adaptability – Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal, communication, creative thinking and problem‑solving skills.
• Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
• Dependability - Follows instructions, responds to management direction;
  Keeps commitments.
• Initiative - Takes independent actions and calculated risks;
  Looks for and takes advantage of opportunities;
  Asks for and offers help when needed.
• Customer Service - Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance.
• Problem Solving - Displays original thinking and creativity;
  Meets challenges with resourcefulness;
  Generates suggestions for improving work;
  Develops innovative approaches and ideas;
  Presents ideas and information in a manner that gets others' attention.
• Planning/Organization - Prioritizes and plans work activities;
  Uses time efficiently;
  Plans for additional resources;
  Sets goals and…