Provation Medical, Inc.
Technical Support Engineer
Provation Medical, Inc., 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 ITM509.Research and identify solutions to software and hardware issues.Provide remote support for installation, commissioning, maintenance, and repairs.Organize high-quality training for both internal departments and external customers.Perform communication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850.Ask customers targeted questions to quickly understand the root of the problem.Guide clients through a series of actions, either via phone, email, remote connection, or chat, until they have solved a technical issue.Track issues through to resolution, within agreed time limits.Provide pre-sales/post-sales assistance for CBM projects.Provide prompt and accurate feedback to customers.Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering, Quality).Ensure all issues are properly logged in Salesforce.Prioritize and manage several open issues at one time.Follow up with clients to ensure their systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of notes.Maintain strong, professional relationships with clients.Conduct internal and external practical customer training.Travel in support of the Field Service Organization.Qualifications
Possess 3+ years of relevant experience.Bachelor’s degree in Electrical, Mechanical Engineering, or relevant field of study, preferred.Experience in customer support, customer service, customer experience, or relevant technical roles.Strong analytical and problem-solving skills. Proven ability to troubleshoot and find practical solutions to complex issues to meet customer needs.Excellent communication skills, both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple terms.Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams.Ability to travel up to 20% of the year if necessary.
#J-18808-Ljbffr
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 ITM509.Research and identify solutions to software and hardware issues.Provide remote support for installation, commissioning, maintenance, and repairs.Organize high-quality training for both internal departments and external customers.Perform communication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850.Ask customers targeted questions to quickly understand the root of the problem.Guide clients through a series of actions, either via phone, email, remote connection, or chat, until they have solved a technical issue.Track issues through to resolution, within agreed time limits.Provide pre-sales/post-sales assistance for CBM projects.Provide prompt and accurate feedback to customers.Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering, Quality).Ensure all issues are properly logged in Salesforce.Prioritize and manage several open issues at one time.Follow up with clients to ensure their systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of notes.Maintain strong, professional relationships with clients.Conduct internal and external practical customer training.Travel in support of the Field Service Organization.Qualifications
Possess 3+ years of relevant experience.Bachelor’s degree in Electrical, Mechanical Engineering, or relevant field of study, preferred.Experience in customer support, customer service, customer experience, or relevant technical roles.Strong analytical and problem-solving skills. Proven ability to troubleshoot and find practical solutions to complex issues to meet customer needs.Excellent communication skills, both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple terms.Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams.Ability to travel up to 20% of the year if necessary.
#J-18808-Ljbffr