Responsibilities

• Provide ongoing technical support and case management daily through phone, email, and other forms of communication to customers.
• Investigate technical problems, reproduce issues as required, and interface with technology teams to drive customer issues to closure.
• Acts as expert consultant to guide customers in planning and development of technical solutions.
• Lead customers in architecting, commissioning, and testing new protection and control technologies.
• Work with Product Sales Specialists, Business Development and Regional Leaders to develop customer strategies.
• Perform customer site visit meetings for installation support or trouble-shooting of issues.
• Provide recommendations to customer for upgrades of obsolete products.
• Maintain accurate records in the quality management and customer relationship management tools (CRM).
• Identify training opportunities and assume ownership for self-development and training of others.
• Lead technical presentations presented to customers in support of sales or service.
• Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes.