• Diagnose customer issues and identify appropriate resolution through multiple media outlets including phone, email and conference/in-person meetings.
• Maintain and update customer call tracker database (logs customer calls with respective resolutions, Open ,Close tickets)
• Provide efficient and accurate pre-sales application and technical support by analyzing and recommending solutions to meet customer's needs including cross referencing competitive product
• Conduct hardware and software testing and research to duplicate and resolve customer issues
• Communicate with lead technical support engineers around customer status and issues
• Proactively communicate customer needs to the product line
• Continue professional development in preparation of technological advancements #LI-DG2

Qualifications:

Basic Qualifications:

• Engineering degree.
• Minimum 4 years experience providing technical support to electronical or electrical products. Preferable in power systems, power meters o relays.
• Fluent in industrial Ethernet communications (e.g. Modbus TCP, BACnet/IP, SNMP, etc)
• Bilingual - Advanced English

Preferred Qualifications:
• Bachelor's degree in Mechatronics, electronics, electrical or automation.
• Prior Technical Support or Customer Service experience
• Fluent in industrial fieldbus communications (e.g. Modbus RTU, BACnet/MSTP, Profibus, etc)

Skills:

Position Criteria:
• Basic understanding of electrical power distribution system and power quality concepts
• Basic understanding of operating systems, data bases, communications protocols (Modbus & BACnet) and networking concepts
• Excellent customer service, interpersonal and team working skills
• Strong written and oral communicaton skills
• Ability to breakdown complex systems into simple terms easilty understood by other
• Ability to adjust and tailor communication styles and technical breath for varying audiences
• Strong analysis and troubleshooting skills
• Ability to analyze and troubleshoot integrated hardware and software systems
• Hardware and software testing for customer issues
• Communication within engineering team around customer status/issues
• Strong organizational and documentation skills
• Proven time management, organizational and documentation skills

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.