We are looking for a Customer Support Engineer to provide high-quality technical assistance and customer support for industrial products and connected solutions.
This position will serve as a key point of contact for customers, providing remote technical support, troubleshooting, and product guidance through phone, email, and web-based communication tools.
The ideal candidate combines a technical background, strong troubleshooting skills, and excellent customer service abilities to understand customer needs, diagnose technical issues, and provide clear and effective solutions.
Key Responsibilities
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Provide remote technical support to customers via phone, email, and web-based platforms.
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Troubleshoot technical and product-related issues and guide customers through resolution steps.
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Support customers with product operation, configuration, installation, and application-related questions.
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Provide technical assistance related to electrical panels, VFDs, industrial controls, and pump applications.
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Clearly explain technical information and troubleshooting procedures to customers.
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Identify customer needs and recommend appropriate technical solutions or next steps.
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Document customer inquiries, technical issues, troubleshooting activities, and resolutions.
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Escalate complex technical issues to Product Managers, Engineering, or Product Development teams when necessary.
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Follow up with customers to ensure technical issues are properly resolved.
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Identify recurring product issues and communicate customer feedback to internal teams.
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Collaborate with international and cross-functional teams.
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Maintain a high level of customer satisfaction and technical service quality.
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Support connected products, cloud-based solutions, and industrial applications.
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Manage multiple customer inquiries and technical cases simultaneously.
