Customer Support Engineer

We are looking for a Customer Support Engineer to provide high-quality technical assistance and customer support for industrial products and connected solutions.

This position will serve as a key point of contact for customers, providing remote technical support, troubleshooting, and product guidance through phone, email, and web-based communication tools.

The ideal candidate combines a technical background, strong troubleshooting skills, and excellent customer service abilities to understand customer needs, diagnose technical issues, and provide clear and effective solutions.

Key Responsibilities

• Provide remote technical support to customers via phone, email, and web-based platforms.
• Troubleshoot technical and product-related issues and guide customers through resolution steps.
• Support customers with product operation, configuration, installation, and application-related questions.
• Provide technical assistance related to electrical panels, VFDs, industrial controls, and pump applications.
• Clearly explain technical information and troubleshooting procedures to customers.
• Identify customer needs and recommend appropriate technical solutions or next steps.
• Document customer inquiries, technical issues, troubleshooting activities, and resolutions.
• Escalate complex technical issues to Product Managers, Engineering, or Product Development teams when necessary.
• Follow up with customers to ensure technical issues are properly resolved.
• Identify recurring product issues and communicate customer feedback to internal teams.
• Collaborate with international and cross-functional teams.
• Maintain a high level of customer satisfaction and technical service quality.
• Support connected products, cloud-based solutions, and industrial applications.
• Manage multiple customer inquiries and technical cases simultaneously.