Escalation Coordinator Jobs (NOW HIRING)

Socomec Group (Socomec) is a global leader in electrical equipment engineering and manufacturing, specialized in low voltage energy performance.

Socomec North America (NAM) is Socomec’s organization overseeing all operations in North America.

The Local Advanced Support (LAS) role provides advanced technical and operational support for mission‑critical power system service activities across authorized SOCOMEC product lines and operational environments.

LAS serves as a primary technical support interface for complex customer service events, providing technical triage, remote troubleshooting, operational assessment, escalation coordination, and field execution support prior to and during service deployment activities.

The role supports complex troubleshooting, operational recovery, advanced commissioning support, escalation stabilization, and high‑risk service activities through advanced technical guidance, procedural reinforcement, and coordination with Field Service, TAS/TOS, engineering, manufacturers, and operational leadership functions.

LAS personnel help improve field execution readiness by supporting technical assessment, service strategy alignment, field resources deployment readiness support, and parts recommendation activities supporting onsite service activities when appropriate.

LAS serves as the primary operational technical escalation coordination layer for field service activities under normal circumstances, helping ensure consistent technical support, escalation continuity, operational visibility, and alignment with approved governance and support frameworks.

The role also contributes to operational capability development through technical coaching, mentorship, and delivery of assigned technical training supporting field execution consistency and escalation maturity across the service organization.

LAS operates within established technical governance frameworks and approved authorization boundaries and does not independently override engineering requirements, approved procedures, product limitations, or formal technical escalation processes.

LAS personnel support mission‑critical field operations where disciplined technical guidance, sound operational judgment, and consistent escalation practices directly affect personnel safety, system reliability, and customer operational continuity.

In alignment with SOCOMEC’s Safety Culture and technical governance expectations, LAS personnel reinforce procedural discipline, approved operational practices, escalation integrity, and safe field execution across supported service activities and operational environments.

Operational urgency, customer pressure, outage conditions, commissioning schedules, or service restoration objectives do not justify unauthorized technical direction, procedural deviation, or bypassing established escalation and engineering governance processes.

LAS personnel are expected to recognize the limits of authorized support scope and to elevate conditions requiring TAS/TOS, engineering, product specialists, or additional operational controls.

Safety remains the highest operational priority. LAS personnel are expected to reinforce stop‑work authority, procedural compliance, hazard recognition, and disciplined operational behavior across all supported field activities.

Serves as a frontline technical support interface for customer and field service issues by providing remote troubleshooting, operational assessment, initial stabilization guidance, deployment readiness support, and parts recommendation coordination supporting onsite service activities when appropriate.

Provides advanced troubleshooting, advanced commissioning support, operational recovery support, and procedural guidance for mission‑critical power systems within approved authorization scope.

Serves as the primary operational escalation coordination layer for field service activities by coordinating technical support efforts between field personnel, TAS/TOS, engineering, and operational leadership functions during complex or high‑risk operational events.

Provides direct onsite or remote support during escalated operational events, abnormal operating conditions, high‑risk service activities, or technically sensitive situations requiring elevated coordination, stabilization, or escalation support.

Reinforces approved procedures, escalation expectations, operational controls, technical governance standards, and disciplined field execution practices across supported service activities.

Identifies unsupported conditions, elevated operational risk, recurring technical issues, and conditions requiring additional engineering involvement, product escalation, or governance review.

Maintains accurate technical documentation, escalation records, operational communication, and service feedback supporting operational continuity, procedural improvement, organizational learning, and execution improvement.

Demonstrated experience supporting mission‑critical electrical power systems, critical infrastructure, industrial power systems, data center environments, or related technical service environments required.

Advanced field service, commissioning, technical support, power systems, controls, military service, or equivalent operational experience strongly preferred.

Experience supporting UPS systems, battery systems, static transfer switches, integrated power systems, monitoring systems, or related mission‑critical infrastructure required.

Typical LAS candidates possess a combination of advanced technical capability, operational maturity, escalation experience, and mission‑critical support experience developed through field service, relevant military service, engineering, commissioning, controls, or related technical career pathways.

• Associate degree in a technical discipline
• Technical certifications or apprenticeship programs
• Military technical training
• Bachelor of Science in Electrical Engineering (BSEE) or related technical discipline
• Master of Science in Electrical Engineering (MSEE) or related advanced technical discipline

• MSEE with 2+ years of applicable field or technical support experience
• BSEE with 5+ years of applicable field or technical support experience
• Equivalent combinations of advanced technical education, military technical experience, commissioning experience, controls experience, or mission‑critical operational support experience

Continued professional and technical development, including advanced education, technical specialization, and cross‑disciplinary capability development, is valued and encouraged.

Valid driver’s license and ability to obtain and maintain a valid passport for international travel.

Advanced troubleshooting capability within authorized mission‑critical power system support scope.

Strong operational judgment within high‑risk, customer‑controlled, or rapidly changing operational environments.

Ability to provide disciplined technical guidance while maintaining procedural compliance and escalation discipline.

Strong understanding of mission‑critical electrical infrastructure operational behavior, system interaction, and service risk management principles.

Ability to communicate technical conditions, operational limitations, escalation requirements, and service expectations clearly and professionally during customer interactions, escalations, and high‑pressure operational events.

Demonstrated ability to coordinate and prioritize simultaneous technical support activities and escalations across multiple operational environments.

Demonstrated escalation maturity and ability to recognize unsupported, abnormal, or engineering‑governed conditions.

Effective technical communication capability across field personnel, customers, engineering support functions, and leadership teams.

• Windows environments
• Cloud‑connected service platforms
• Remote diagnostic tools
• Networking fundamentals
• Industrial communication fundamentals
• Manufacturer software tools
• Remote connectivity platforms
• Command‑line tools where applicable

Ability to read and interpret technical drawings, electrical schematics, procedures, sequence‑of‑operations documentation, and operational technical documentation.

Ability to support remote and onsite technical coordination activities during complex operational events.

Programming, scripting, relay logic, controls integration, EMS/SCADA, or advanced automation experience beneficial but not required unless specifically assigned to specialized support functions.

Remote operational and technical support activities supporting customers, field personnel, and mission‑critical service operations from home office or SOCOMEC office environments when not supporting travel or onsite operational activities.

Field work in electrical rooms, battery energy storage environments, data centers, industrial facilities, and customer operational sites as operationally required.

Ability to support travel, escalation response, commissioning support, customer operational requirements, and after‑hours or weekend activities when operationally required.

Models disciplined operational behavior, sound judgment, technical leadership, mentorship, and reinforcement of organizational standards consistent with the expectations of a senior technical support role.

Reinforces safe operational behavior, escalation discipline, technical governance expectations, and organizational consistency through both direct support activities and operational example.

Maintains composure, decision quality, and professional accountability during high‑pressure operational conditions, customer escalations, service restoration, and operationally sensitive support activities.

Exercises appropriate operational restraint and escalation judgment when conditions exceed approved authorization scope, procedural guidance, or technical support boundaries.

Commitment to continuous technical development, operational learning, procedural improvement, product training, and cross‑functional technical growth necessary to support evolving technologies, integrated power environments, and mission‑critical customer requirements.

Ability to obtain access to customer sites requiring background checks or security clearances where applicable.

Successful completion of pre‑employment drug screening and background checks where applicable.

Mobility: Ability to move about in various environments, including customer sites, manufacturing facilities, and office settings. This may involve standing, walking, climbing, bending, or kneeling for extended periods.

Stationary Work: Ability to remain in a stationary position, whether seated or standing, for prolonged periods when completing tasks such as diagnostics, repairs, or documentation.

Manual Dexterity: Repeating motions that may include the wrists, hands, and/or fingers for tasks such as wiring, equipment assembly, and tool handling.

Lifting and Carrying: Ability to lift, carry, or move items weighing up to 50 pounds on an occasional basis.

Visual and Auditory Requirements: Ability to read technical documents, diagrams, and computer screens, and to communicate effectively with customers and team members.

Travel: Regular travel to customer sites is required, which may involve driving or other modes of transportation.

$100,000 – $130,000 USD

Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

All applications are reviewed directly by the Socomec North America Talent Acquisition team and other human reviewers. No automated or AI based systems are used to make decisions in the application review process.

We thank all those who apply. However, only those candidates selected for an interview will be contacted.