Technical Service Engineer

Franklin Electric

Fort Wayne, IN

Full-Time

Job Description

Description

Responsible for providing high-level second-tier product-specific technical information and support to internal and external customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.

Key Responsibilities

Provides technical support and troubleshooting for product lines through e-mail and phone to internal and or external customers.
Provides scheduled and emergency onsite technical support to customers as required.
Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions.
Identifies opportunities for additional sales to ensure customer needs are met and growth opportunities are maximized.
Occasionally contributes to technical bulletins.
Provides onsite and web-based training seminars as required.
Assists customers in implementing products and advises on their proper use.
Follows up with customers to verify that solutions are successful.
Reviews owner/operator manuals.
Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use.
Develops a deep understanding of applications.
Uses judgment to determine the proper resources to fix issues.
Assists in deploying new software releases to the customer base through technical training.
Tracks open customer issues and communicates the status to customers.
Performs other related duties as required or assigned.

Skills Knowledge and Expertise

Skills and Abilities

Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization.
Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
Writes routine reports and correspondence.
Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
Deals with problems involving several known variables in situations of complex nature.
Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
Frequently makes decisions of major importance, which may affect the work operations of other employees and/or clientele to a major degree.
Completes intermediate and complex tasks.
Uses noncomplex and complex machines and equipment.

Education and Experience

Equivalent of four years of high school (required).
Associate degree in electrical engineering, mechanical engineering, or a related field (preferred).
Three to five years of related experience (preferred).

Don’t feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.

Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

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