Electrical Support Engineer

Overview

The Electrical Support Engineer is responsible for supporting sales efforts within an assigned region by developing relationships with customers, assisting with sales processes, and learning how to grow sales and distribution channels. This role is ideal for someone looking to gain experience in sales, customer relationship management, and technical product solutions.

You will work closely with senior sales managers and representatives to understand customer needs, provide product solutions, and contribute to regional sales strategies. This position offers hands-on training, mentorship, and opportunities for career growth within the company.

• Monitor and support software support email portals.
• Triage and document software support requests from Customers, partners, and internal engineers.
• Communicate with Customers, partners, engineers, and developers, in a professional, clear, concise, accurate, and Customer-centric manner.
• Troubleshoot software issues with Customers and Representatives over the phone and/or remotely (Web Ex/Go To Meeting /Microsoft Teams, etc.).
• Reply to Customer mission critical issues, including outside of business hours, as necessary.
• Log and track software issues in the ticketing system(s), from initial discovery, to closure, working with developers and testers to assess severity and impact.
• Track, escalate, and close software support tickets based on SLA (Service Level Agreement) – type, priority, etc.
• Perform proactive communication to Customers.
• Develop an understanding of company's product requirements, including the different types of users, how users interact with our products, and how our products integrate.
• Manage knowledge base of resolution paths (FAQ, Help, etc.) and known issues.
• Help developers and testers troubleshoot (debug) software for issue and resolution confirmation.
• Become an expert in all of company's software solutions, including legacy products.
• Deliver company products and licenses to Customers.
• Perform education, training, and support via Web Ex, Zoom, at Customer sites, Trade Shows, and Meter Schools.
• Provide software training to internal team members, as needed.

Electrical Engineering Bachelor’s Degree

College graduate

• Microsoft Windows
• Microsoft Office products

• Sales and sales presentations
• Listening and problem solving
• Customer relations

• Professional and friendly demeanor and appearance
• Experience building customer relationships
• Flexible schedule and ability to travel to customers 30-60% of the time
• Possess adaptability to changing priorities (multi-tasking)
• Strong interpersonal, written, and oral communication skills