Technical Support Engineer

JOB SUMMARY

A Technical Support Engineer at Doble Engineering will provide after-sales support to our rapidly growing business. The Technical Support Engineer will provide application and technical support across the entire Phenix Technologies product portfolio for customers. This role will provide assistance and guidance to customers via phone, email, or other channels to resolve their inquiries and ensure satisfaction. This position is based at Doble's facility located in Accident, MD and will report to the Service Manager.

ESSENTIAL JOB FUNCTIONS

• Provide technical support for Service Engineers & Technicians.
• Partner with the Service Manager to coordinate timely responses to customers.
• Engages cross-functionally with production, production planning, engineering, service technicians, service support.
• Provides support and development of legacy systems and upgrades for customers globally.
• Increase overall post-sales service attachment rate for new product sales.
• Serves as a liaison between service and test department to support the coordination of test equipment allocations for field calibrations.
• Project manages large service projects to ensure efficient workflow from quotes, through site installation.
• Provides voice of customer feedback regarding new products and application opportunities.
• Manages service opportunity pipeline.
• Where possible, assumes the role of design lead and completes relevant engineering drawings. Provides workflow packages to the production team.
• Owns scheduling responsibilities for large service projects.
• Coordinates continuous improvement and efficiency initiatives within the Service Department.
• Effectively communicates with internal and external customers to complete projects.
• Serves as a technical escalation point for customer requests.
• Assist with root cause and field troubleshooting analysis.
• Both domestic and some international travel could be required up to 10% of the time. Passport required.

QUALIFICATIONS

EDUCATION:

Bachelor of Science in Engineering or equivalent relevant experience

REQUIRED EXPERIENCE:

• 0 - 5 years of electrical industry experience
• Working knowledge of office suite products, specifically Word, Excel, Outlook and Teams
• Knowledge of engineering drawings and schematics
• Ability to express ideas clearly and professionally through oral communication
• Strong customer service skills
• Detail oriented
• Reliable

PREFERRED EXPERIENCE (Not Required):

• Previous experience in a service capacity within the electrical industry
• Previous experience with SalesForce.com
• Previous experience with various PLC platforms
• Demonstrated knowledge of workflow efficiencies

KNOWLEDGE, SKILLS & ABILITIES:

• Must be able to communicate effectively with a variety of customers and regions around the world.
• Ability to interface, collaborate, and communicate across all levels of internal and external organizations.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds. Must use assistance when lifting 50 or more pounds.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.
Salary Pay Range Minimum $79,426.24 - Midpoint $99,282.80

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Applicants must be authorized to work for any employer in the United Sates. Doble Engineering is unable to sponsor or take over sponsorship of an employment visa at this time.