Technical Support Engineering Coordinator - St. Louis, MO.

Hubbell - Solon, OH

Full-time - Entry Level

Solon, OH

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Technical Support Engineering Coordinator at Aclara is responsible for engaging with customers in the utility sector to resolve technical issues related to Aclara's products. This role emphasizes meeting customer service-level agreements through effective communication and problem-solving. The position requires a deep understanding of Aclara's proprietary products and the ability to analyze data to prevent future issues. The coordinator will provide triage support, maintain customer issue records, and collaborate with internal teams to enhance customer satisfaction and product quality.

Responsibilities

• Provide triage support for Aclara product lines including software head end, collector, communication links, endpoint, integrations, and business processes.
• Update and maintain information on customer issues within the CRM system.
• Ensure compliance with Aclara maintenance agreements through timely response and issue resolution.
• Own customer issues and provide consistent updates and communication throughout the resolution process.
• Communicate technical information understandably to customers in various utility roles.
• Contribute to the creation and maintenance of content within the product knowledge-base.
• Troubleshoot hardware and firmware issues.
• Troubleshoot TCP/IP, RF, and serial communication issues.
• Utilize critical thinking and troubleshooting skills to perform root-cause analyses.
• Collaborate with colleagues and management across departments to resolve issues and improve products.
• Develop custom queries and analyze code within SQL Server and Oracle databases.
• Create custom scripts and tasks for solutions and troubleshooting.
• Be available 24/7 on-call as needed.

Requirements

• Bachelor's Degree in an Engineering/Technology field.
• Associate's degree in an Engineering/Technology field with two years of related experience.
• Five years of related experience.
• One year plus of customer-facing technical support experience.
• Experience with standard office productivity products such as Microsoft Word, Excel, Access, and PowerPoint.
• Experience with Oracle PL/SQL, UNIX/Linux.
• Effective written and verbal communication skills.
• Ability to communicate detailed technical information to users with various levels of technical understanding.
• Ability to meet deadlines and thrive in a dynamic work environment.
• Outgoing, personable, and enjoy working directly with customers.
• Self-motivated and able to work effectively alone as well as part of a team.

Nice-to-haves

• General knowledge of electric, water, or gas utility distribution systems and networks.