Advanced Troubleshooting: Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
Client Training: Conducting onsite and web-based seminars to teach customers how to implement and use products correctly.
Sales Integration: Identifying opportunities for additional sales and service growth while interacting with clients.
Case Management: Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions.
Knowledge Development: Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.

Education: High school diploma required; an Associate’s degree in Electrical or Mechanical Engineering is strongly preferred.
Experience: 3 to 5 years of related technical support or field service experience.
Technical Proficiency: Mastery of specific software ecosystems including ERP (JD Edwards), PLM (Windchill), and Call Center systems.
Complex Problem Solving: The ability to use "excellent judgment" to handle variables in complex technical situations and make high-impact decisions.
Communication Skills: Strong ability to translate technical info for vendors, customers, and internal teams through reports and presentations.

Technical Support Engineer

Key skills