Senior Technical Support Engineer (Advanced Drives)

What will you do?

Provide an outstanding, tailored customer experience through every customer interaction.

Support activities include technical troubleshooting, product selection, software and firmware guidance, startup and commissioning support, collaboration with Sales, Services, Quality, Product Management, and Global Supply Chain teams.

Serve as a technical subject matter expert for advanced drive systems and applications.

Perform complex troubleshooting, root cause analysis, laboratory testing, simulations, and validation activities to support customers and internal stakeholders.

Partner with Field Services and Engineering teams to resolve critical customer escalations and drive successful outcomes.

Develop and maintain expertise in new products, technologies, industrial communication networks, software platforms, and customer applications.

Provide technical leadership through mentoring, coaching, and knowledge sharing within the organization.

Identify business opportunities while supporting customers and collaborate with Sales teams to ensure customers receive complete technical and commercial support.

Roles and Responsibilities


* Provide advanced technical support to customers via phone, email, chat, and remote support sessions.


* Lead the diagnosis and resolution of complex product, system, and application issues involving variable frequency drives, soft starters, automation products, and associated systems.


* Perform root cause analysis and develop corrective action recommendations for critical customer issues.


* Support field personnel and customers during startup, commissioning, maintenance, and troubleshooting activities.


* Generate and maintain technical knowledge articles, troubleshooting guides, and best practices for internal and external use.


* Act as a technical escalation point for Technical Support Engineers and other support teams.


* Coach, mentor, and develop junior engineers through formal and informal training sessions.


* Collaborate with Services, Sales, Product Management, Quality, Manufacturing, and Engineering teams to drive issue resolution and improve customer satisfaction.


* Perform laboratory testing and simulations to validate findings and reproduce customer-reported issues.


* Identify process improvements and contribute to continuous improvement initiatives.


* Support customer-facing technical presentations, training sessions, and workshops when required.


* Identify sales opportunities and submit qualified leads to support business growth.

Qualifications


* Bachelor's degree in Electrical Engineering, Electronics Engineering, Automation Engineering, Mechatronics Engineering, or equivalent experience.


* Fluent in spoken and written English.


* Minimum of 5 years of experience supporting industrial automation and/or variable speed drive products in Technical Support, Field Services, Commissioning, Applications Engineering, or a relate...