Job DescriptionAbout This RoleThe Technical Sales/Support Engineer is a member of the US Technical Support and Applications Engineering Team, reporting to the NA Technical Organization Manager. The Technical Support organization as-a-whole is expanding significantly at Socomec, responding to profound growth in North America. As the use of Socomec products continues to spread, Socomec is looking for personnel with specialized or industry-specific skills to fill-out any gaps in expertise that have not been prioritized as highly.
TSEs, Specialists in particular, fit between Junior TSEs and Senior Application Engineers. While the experienced members tend to focus externally on large accounts and complex projects, specialists will focus internally.
Aside from typical tech support responsibilities, they are tasked with improving resources, tools, documentation, and processes for our team; they inject their own skills and specialized experience into the foundation of the organization, strengthening our capabilities and adding new challenges for junior members to rise to.
Key Responsibilities And Accountabilities- Become an expert in Socomec products; understand the design, primary-use, benefits, and (especially) limitations of Socomec products in order to give accurate and realistic recommendations to customers and external agents.
- Answer technical inquiries from both the clients and internal employees, primarily through Email-to-Case ticketing system.
- Train and onboard professionals on the Socomec product portfolio and relevant applications (Sales, Service, External Representatives).
- Refresh and update training materials used by the Tech Team with new products and applications; identify outdated documentation and suggest updates.
- Investigate and troubleshoot customer issues; provide assistance by referencing technical manuals, conferring with users, and/or conducting product diagnostics.
- Assist in the construction of testing and demonstration rigs; suggest supplies and equipment to facilitate safe usage of testing equipment within the given limitations of office space and leadership discretion.
- Navigate Socomec's network of experts, both in North America and Overseas, to effectively and efficiently leverage their experience; utilize systems to document past answers from experts for future reference.
- Understand and Clearly Articulate the governing standards applicable to both Socomec products and the larger systems they are installed within.
- Become a primary user for data platforms and integration/testing softwares.
- Manage relationships with development teams of complimentary products; manage ongoing testing, updates, template building, and instruction guides with these partners Prepare/manage official reports for Remote Support and Customer calls.
- Confer directly with customers to assess equipment needs and to determine system requirements.
- Develop, present, and respond to proposals for customer requirements; work with business developers to propose industry-specific solutions.
- Develop tools to assist in tracking and organization of projects based on the type of product, customer, or generic application.
- Prepare and deliver technical presentations explaining Socomec products, features, connectivity, and/or services to customers and 3rd party agents.
- Host trainings focused on Socomec products and targeted customer applications.
- Conduct Site-Audits; point out potential challenges with customer's design and recommend solutions; anticipate potential issues around installation, integration, network implementation, or limitations of specified devices.
- Conduct demonstrations and trial installations of equipment; Manipulate demo/sample equipment and give walkthroughs of device setup and usage.
- Confer with Product Marketing, MARCOM, Business Development, and Regional Sales Teams to support Socomec's marketing strategies and activities; promote Socomec products and services.
- Present seminars/webinars with Q&A sessions to clients, general sales teams and reps.
- Participate in promotional activities like Conventions and Trade Shows.
- Prepare situational case studies based on experiences in the field.
- Assist in the creation and management of marketing collateral materials for product launches and upgrades/updates.
- Proofread and Vet prospective documentation and manuals to ensure clear and accurate instruction.
- Update technical aspects of promotional materials, and collaborate with Marketing team to update existing marketing resources to modern offerings.
- Support with product catalog; confer with Marketing team to ensure all corrections are implemented when new editions are releasing.
Essential Qualifications, Experience, And Skills- Bachelor's degree in electrical engineering, other related engineering curriculum.
- Alternative: Electrician's certificate w/ +5 years relevant experience.
- Understanding of electrical design and basic electrical systems; able to apply knowledge and comprehend related specifications.
- Technical and Creative problem-solving skills; ability to systematically diagnose problems and determine next steps or solutions.
- Exceptional time management and multitasking skills.
- Ability to pivot priorities and shift focus for Reactive or Time-sensitive asks.
- Excellent communication skills (written and verbal), interpersonal skills, and networking/collaboration abilities.
- Initiative/Attitude to seek out true solutions and improve internal processes to more effectively perform job duties.
- Team-oriented attitude; ability to work within small teams to support other technicians/engineers with shared problems and varied experience.
- 2-5 years of related technical experience.
- Familiarity with electrical standards and codes (e.g., NEC, UL, ANSI, IEC).
- Preferred previous experience using customer relationship management (CRM) software e.g. Salesforce; update and track customer requests within software.
- Excellent presentation skills, with previous experience building presentation materials and speaking to medium-sized groups (10-25 people).
- Multilingual skills : Fluent French or Spanish given special consideration.
- Experience with consumer-based power tools; ability to operate them safely.
Travel- Possible travel: Up to 30% of yearly working hours, up to 3 trips per month (max).
- Predominantly remain within North America, Potential overseas to France.
- Drivers license required.
Compensation: $90,000 USD 
