Technical Support Engineer (Interface) -Remote
Red Lion Controls

Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.

Position Summary

Reporting to the Automation Support Manager, the Technical Support Engineer is primarily responsible for providing phone and email technical support to our customers. The position provides problem determination and resolution for customer issues, develops and implements resolutions to identified problems and follows standard practices and procedures. May need to engage or escalate to more senior resources to resolve more complex issues.

Essential Job Functions

• Customer support including fault replication, software/hardware troubleshooting and configuration.

• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Uses technical expertise using standard operating and diagnostic protocols to resolve complex system issues.
• Identifies, documents, and escalates customer issues as appropriate.
• Monitors and tracks all support tickets, provides call/email status updates at regular intervals and communicates status to customers.
• Provides subject matter expertise to customers in the specified product area. Uses strong written and interpersonal skills to convey technical information to customers in understandable terms.
• Has the ability to manage customer relationship, expectations, and problem resolution.
• Maintains a professional demeanor when faced with difficult situations.
• The successful candidate will have a can-do attitude combined with strong customer support skills and ability to manage diverse projects.

Minimum Requirements

• 4 year degree or 2 year degree & additional experience
• Demonstrates oral and written communication skill to effectively interface with all levels of Company management and staff, customers and outside business contacts.
• Attention to detail and accurate recordkeeping abilities are a must.
• Must have a basic understanding of Microsoft Office applications.
• Proficiency with English language both written and verbal communication.
• Ability to convey technical information in understandable terms

Preferred Qualifications

• AAS or Bachelor of Science Degree in Electrical or Electronic Engineering, or equivalent industry related experience. Appropriate technical certifications are desirable

• Two years as a technical support or customer service representative in a technical environment, preferably with electronics, networking, or industrial technology

• Previous experience troubleshooting equipment
• Previous experience using Zendesk or a similar system for ticket tracking.
• Additional language skills in Spanish, French or German a plus.

Endorse, support and model the Company's core values of:

• Aim High
  
• Be True
  
• Own It
  

Red Lion Controls provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Red Lion Controls complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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