Technical Support Engineer

Position Summary

• This position is with our Remote Technical Support Group located in Milwaukee, which provides phone and electronic communication to internal and external customers in the support of Allen Bradley low voltage motor control centers (600 volt and below switchgears/starters) . This Technical Support group takes customers to full resolution for all post-shipment field concerns, issues and repair. This position needs to assure a superior degree of customer success is maintained through quality and technical support.

This position is responsible for:

• Resolving Low Voltage Motor Control Center (LV MCC) field complaints and product warranty claims and providing coordination for field service and billing.
• Problem Solving, Corrective and Preventive Action as related to service.
• Assisting in determining correct parts required per inquiry and determines the list and net prices.
• Coordinating, documenting and invoicing repairs and modifications.
• Resolving shipping damage claims.
• Maintenance of Technical Support records and data files.
• Utilizing the Technical Support Automatic Call Distribution phone support system, Customer Relationship Management software (Clarify and SAP), and Rockwell Automation Knowledgebase.
• Providing performance metrics on a monthly basis.
• Providing LV MCC Technical Support assistance to team members and other department personnel.
• Providing feedback to Quality, Manufacturing, Application Engineering, Development Engineering, and Marketing on LV MCC related issues.
• Assists in training new employees.
• ISO 9000 Quality System Understanding and Support.

Minimum Qualifications

• B.S. degree in Electrical Engineering

Desired Qualifications

• Two to five years of service in the Application Engineering/Technical Support Engineering and troubleshooting of Motor Control Centers or related products and/or field (Four to seven years preferred). Experience in LV MCC Business Systems.
• Rockwell Automation Knowledgebase, CIRCE, PASSPORT, Clarify, and SAP desirable.
• Mechanically inclined is preferred