Technical Support Engineer

Fortive

Full-time - Mid Level

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

As a Technical Support Engineer at Qualitrol, you will be instrumental in providing support to our global customer base for transformer monitoring solutions. This role involves both pre-sales and post-sales support, ensuring seamless product deployment and customer satisfaction. You will leverage your technical expertise to troubleshoot issues, conduct training sessions, and maintain strong relationships with clients.

Responsibilities

• Diagnose and troubleshoot technical issues for transformer monitoring devices including Online DGA, QTMS, and Bushing Monitoring.
• Research and identify solutions to software and hardware issues.
• Provide remote support for installation, commissioning, maintenance, and repairs.
• Organize training sessions for internal departments and external customers.
• Troubleshoot communication protocols and support SCADA system integration using Modbus, DNP3, and IEC61850.
• Guide clients through troubleshooting steps via phone, email, remote connection, or chat.
• Track issues through to resolution within agreed time limits.
• Assist in pre-sales and post-sales for condition-based monitoring projects.
• Provide prompt and accurate feedback to customers.
• Escalate unresolved issues to appropriate internal teams.
• Log all issues in Salesforce and manage multiple open issues simultaneously.
• Follow up with clients to ensure systems are functional post-troubleshooting.
• Prepare accurate and timely reports and document technical knowledge.

Requirements

• 3+ years of relevant experience in technical support or customer service roles.
• Bachelor's degree in Electrical or Mechanical Engineering or a relevant field of study preferred.
• Strong analytical and problem-solving skills with a proven ability to troubleshoot complex issues.
• Excellent verbal and written communication skills, capable of interfacing with customers at various levels.
• Ability to understand and interpret engineering documents, drawings, and wiring diagrams.
• Willingness to travel up to 20% of the year if necessary.

Nice-to-haves

• Experience with Qualitrol monitoring solutions, especially Online DGA and Transformer Monitoring System (QTMS).
• Familiarity with SCADA communication protocols.

Benefits

• Bonus eligibility as part of the total compensation package.