Job Description

Job Description

Job Description

Job Summary :
The Senior Product Support Technician provides expert and timely technical support to customers and field support technicians for Power Switching Division (PSD) supplied equipment. The role will lead and coordinate all activities around the response to customer-related issues from the initial contact to final resolution including root cause analysis.

• Provides warranty and after-sales support.
• Works closely with the Service Division to coordinate site work or returns for factory work.
• Participates in a cross-functional team to perform root cause analysis and to develop and implement short-term and long-term corrective actions.
• Collaborate with Marketing, Sales, and Management to ensure customer satisfaction with after-sales activities.
• Initiate Customer Service Requests (CSR) and Return Material Authorizations (RMA) and drive to closure.
• Utilize drawings and schematics to troubleshoot, diagnose, and repair equipment.
• Maintain group troubleshooting guide.
• Travel to customer locations to maintain relationships and resolve issues, as required.
• Take emergency support calls as needed.
• Support PSD Manufacturing in troubleshooting assembly and testing issues.
• Other duties as assigned.

• When directed, coordinates with and assists other departments in solving problems.
• Performs all other duties as assigned.

• Associate degree in Electrical or Mechanical Engineering or a related field
• 5+ years’ experience in assembly/manufacturing/maintenance of electric utility gear or equivalent education and experience.
• Advanced knowledge of installation, maintenance, troubleshooting, testing, and repair of electric utility substation products (electrical and mechanical).
• Ability to read and understand technical drawings, blueprints, electrical schematics, and bills of materials.
• Advanced analytical and problem-solving skills.
• Advanced interpersonal communication skills required to communicate with customers, employees, and vendors.

• Advanced knowledge of installation, maintenance, troubleshooting, testing, and repair of electric utility substation circuit breakers and/or circuit switchers.

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