Technical Support Engineer
HybridRichmond, Virginia, United States
Job Summary
Lead complex technical investigations across electrical systems, performing advanced diagnostics and root cause analysis for escalated equipment failures. Serve as the primary escalation point, taking ownership of technically complex or repeat issues until closure while guiding remote and on-site troubleshooting activities. Translate field failures into actionable insights for engineering and manufacturing teams to drive permanent corrective actions, and develop troubleshooting procedures and diagnostic playbooks to improve first-time fix rates. Meticulously document technical root causes and resolution steps in Salesforce to build the internal service engineering knowledge base. This role requires a Bachelor's degree in Electrical or Mechanical Engineering and 3–5+ years of experience in industrial electrical systems.
Required Qualifications
- 3–5+ years in technical support, field service, commissioning, or product support within industrial electrical systems (e.g., switchgear, transformers, power systems)
- Proven ability to diagnose and resolve complex system-level equipment issues
- Strong ability to read and interpret electrical schematics, single-line diagrams, and BOMs
- Solid understanding of power distribution systems and troubleshooting methodologies
- Experience with CRM/case management platforms
- Experience with ERP systems
- Strong analytical problem-solving skills and ability to troubleshoot under pressure
- Clear communication of technical issues and guidance to field teams and customers
- Ability to manage multiple cases and priorities effectively
- Provides advanced diagnostic support and guidance on complex equipment issues
- Applies structured troubleshooting and root cause analysis to identify and resolve failures
- Takes responsibility for escalated cases, driving issues through to resolution
- Ensures all recommendations align with electrical safety and operational standards
- Partners cross-functionally with Technical Support & Warranty Specialists, Field Service, and Engineering teams
- Identifies recurring issues and contributes to product and process improvements
- Communicates clearly and confidently to support timely restoration of customer operations
- May require occasional travel (up to 10%) to production plants or customer environments to support unique field investigations
Desired Qualifications
- Bachelor's degree in Electrical or Mechanical Engineering (or related field) preferred; equivalent experience in engineering technology or field service considered
- Experience with CRM/case management platforms (Salesforce preferred)
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