Accruent
Technical Support Engineer
Accruent, Everett, Washington, us, 98213
As a Tech Support Engineer, you will play a key role in supporting our worldwide customer base and their online transformer monitoring solutions both pre-sales and post-sales. You will serve as a technical expert and work closely with other departments ensuring seamless product deployment, operation, and customer satisfaction. Organizing training sessions internally and externally to customers will be part of your job.This position is ideal for a result-driven, self-directed professional with a strong technical background in asset protection devices for the electrical grid. Working experience with Qualitrol monitoring solutions will be highly valued, especially with Online DGA, Transformer Monitoring System (QTMS), and SCADA communication protocols.Responsibilities
Diagnose and troubleshoot both internal (i.e. Field Engineers) and external customer technical issues for various transformer monitoring devices including Online DGA (TM1, TM3, TM8, DGA150), QTMS, Bushing Monitoring (QTMS-BM), and ITM509Research and identify solutions to software and hardware issuesRemote support for installation, commissioning, maintenance, and repairsOrganize high-quality training to both internal departments and external customersCommunication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850Ask customers targeted questions to quickly understand the root of the problemGuide clients through a series of actions, either via phone, email, remote connection, or chat, until they have solved a technical issueTrack issues through to resolution, within agreed time limitsPre-sales/post-sales assistance for CBM projectsProvide prompt and accurate feedback to customersProperly escalate unresolved issues to appropriate internal teams (e.g. Engineering, Quality)Ensure all issues are properly logged in SalesforcePrioritize and manage several open issues at one timeFollow up with clients to ensure their systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notesMaintain strong, professional relationships with clientsInternal and external practical customer trainingTravel in support of the Field Service OrganizationQualifications
Possess 3+ years of relevant experienceBachelor’s degree in Electrical, Mechanical Engineering or relevant field of study, preferredExperience in customer support, customer service, customer experience or relevant technical rolesStrong analytical and problem-solving skills. Proven ability troubleshooting and finding practical solutions to complex issues to meet customer needsExcellent communication skills both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple termsAbility to understand and interpret detailed engineering documents, drawings, and wiring diagramsAbility to travel up to 20% of the year if necessary
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Diagnose and troubleshoot both internal (i.e. Field Engineers) and external customer technical issues for various transformer monitoring devices including Online DGA (TM1, TM3, TM8, DGA150), QTMS, Bushing Monitoring (QTMS-BM), and ITM509Research and identify solutions to software and hardware issuesRemote support for installation, commissioning, maintenance, and repairsOrganize high-quality training to both internal departments and external customersCommunication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850Ask customers targeted questions to quickly understand the root of the problemGuide clients through a series of actions, either via phone, email, remote connection, or chat, until they have solved a technical issueTrack issues through to resolution, within agreed time limitsPre-sales/post-sales assistance for CBM projectsProvide prompt and accurate feedback to customersProperly escalate unresolved issues to appropriate internal teams (e.g. Engineering, Quality)Ensure all issues are properly logged in SalesforcePrioritize and manage several open issues at one timeFollow up with clients to ensure their systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notesMaintain strong, professional relationships with clientsInternal and external practical customer trainingTravel in support of the Field Service OrganizationQualifications
Possess 3+ years of relevant experienceBachelor’s degree in Electrical, Mechanical Engineering or relevant field of study, preferredExperience in customer support, customer service, customer experience or relevant technical rolesStrong analytical and problem-solving skills. Proven ability troubleshooting and finding practical solutions to complex issues to meet customer needsExcellent communication skills both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple termsAbility to understand and interpret detailed engineering documents, drawings, and wiring diagramsAbility to travel up to 20% of the year if necessary
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