What you'll do:
The primary function of this role is to provide technical product support (pre-sales, commissioning and after sales) for low voltage power distribution components via phone, email and chat. The main task is to handle technical inquiries, in multiple aspects, as a second level point of contact within the organization. Also, support product management department with technical documentation creation or modification with senior colleagues' assistance.
Responsible for interfacing with sales engineers, sales representatives, local field service engineers, application engineers, Level 1 technical support, local colleagues, area managers, quality department, product management and R&D in order to handle a variety of technical inquiries, as well as to bring valuable information for product or process improvement.
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The Technical Support Engineer is able to provide training on products and processes to team members, colleagues from the same or different departments. Participate in strategical decisions about process improvements, tools deployment and contribute to increase the customer satisfaction.
Main Responsibilities:
- Provide fully proficient technical support (pre-sales, commissioning and after sales), mostly to internal colleagues but also end customers, on a given product line.
- Act as a product line expert for customers and partners to carry out and identify solutions to standard and non-standard task/queries.
- Deliver product trainings to internal colleagues.
- Draft Technical product data, documentation, training material related to the specific products, with senior colleagues' support.
- Provide market feedback on product or process improvement to product management and/or R&D.
- Collaborate with R&D and Product Management on customer's issue resolution.
- Contribute to knowledge sharing sessions and Continuous Improvement initiatives.
- Contribute to achieve customer satisfaction through pre-defined KPIs.
- Actively support daily/weekly/monthly team reporting creation.
Qualifications:
- Fluent Spanish & English language skills
- Engineering or equivalent Technical Degree (Electrical preferred)
Skills:
- Proven experience in a technical role such as sales or application support for electrical low-voltage products
- Good understanding of power distribution electrical products and related applications
- Analytical mindset, customer oriented approach, communication skills, accountability