Customer Support Engineer

Summary:

As a Customer Support Engineer, you will be focused on the customer service experience by identifying and resolving basic customer issues with DMW&H products, and documenting case resolution. Through internal training and coaching, the Customer Service Engineer will have the ability to troubleshoot computer software, hardware devices, area networks, database platforms, and operating systems in an inbound call center customer service environment. They would strive to resolve all customer systems problems within established time frames, manage customer needs, as well as capture data for strategic decision-making.

Reports to:  Technical Services Manager

Qualifications:

• Bachelor’s Degree in Electrical Engineering, Computer Engineering or related discipline, or equivalent experience.
• Prior experience supporting customers through a variety of contact channels including chat, email, and phone is preferred.

• One – three years’ experience programming/troubleshooting electronic devices including PLC’s, VFD’s, related automation controls.

• PLC Programming experience, preferably in Allen Bradley ControlLogix, PLC 5, and SLC 500 series PLCs preferred
• Familiarity with software applications interface with real time systems preferred
• Professional verbal and written English communication skills.
• Has the ability to adapt in an evolving fast-paced work environment.
• Proficient with MS Office suite.
• Occasional travel (less than 5%).
• Primarily standard hours with occasional on-call support

Responsibilities:

• Field incoming support requests via telephone and e-mail in a courteous and professional manner.
• Modify PLC and/or software programs as needed for issue resolution or material handling adjustments.
• Ability to prioritize support requests.
• Build rapport and elicit problem details from customers.
• Record, track, and document problem-solving process, including all decisions made, and actions taken, through to final resolution.
• Use remote access tools and diagnostic utilities to aid in troubleshooting.
• Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applications. Test fixes to ensure the problem has been adequately resolved. Perform post-resolution follow-up and document customer acceptance of resolution.