Role: As a
Technical Support Engineer, you are an essential team member willing to help serve our customers, analyze concerns, review optimal solutions based on our portfolio, and help guide our customers towards a positive technical experience in EPLAN solutions. The Technical Support Engineer will also look to share best practices and lessons learned through multiple channels. You will also interact with sales engineers and product specialists from our 2nd level team to solve complex problems.
Key Responsibilities- Provide technical product support to EPLAN customers, resolving software and application-related issues.
- Document, track, and manage support cases within the EPLAN Solution Center.
- Contribute technical knowledge and best practices to the EPLAN Knowledge Center for customers and colleagues.
- Collaborate closely with EPLAN Second Level Support to escalate and resolve complex technical issues.
- Maintain current knowledge of EPLAN products, updates, and industry developments.
- Support technical and sales teams with product expertise and customer-related inquiries.
- Identify potential sales and service opportunities while delivering customer support.
- Build and maintain positive customer relationships through responsive and professional communication.
- Ensure support activities comply with established processes, service standards, and response-time expectations.
Required Qualifications- Educational background in Electrical Engineering or a related technical discipline.
- 1 to 2+ years of professional experience in engineering, automation technology, software, or related industries.
- Experience in technical support, help desk, hotline support, or customer-facing technical roles preferred.
- Working knowledge of CAE/CAD tools used for electrical, hydraulic, and pneumatic system design.
- Proficiency with networking concepts, Windows Server, Windows operating systems, and Microsoft Office applications.
- Strong verbal and written communication skills in English.
- Excellent interpersonal, networking, and customer relationship management skills.
- Strong business awareness with the ability to support customer needs while recognizing business opportunities.
- Ability to work effectively with regional sales teams, technical departments, and support organizations.
- Flexibility to participate in occasional weekend standby support coverage.
Core Competencies- Technical Support & Troubleshooting
- Customer Service Excellence
- EPLAN Software Support
- Electrical Engineering Fundamentals
- CAE/CAD Systems
- Windows Server & Windows OS
- Microsoft Office Suite
- Network Administration Fundamentals
- Case Management & Documentation
- Cross-Functional Collaboration
- Communication & Relationship Building
- Sales Opportunity Identification
- Knowledge Sharing & Training
- Problem Solving & Analytical Thinking
Additional Information:We will not sponsor applicants for work visas. Applicants must be authorized to work on an unrestricted basis. Hours: M-F. Must reside within an EPLAN location (Farmington Hills, MI or Schaumburg, IL areas).
#LI-HS1
#Eplan
