CAREERS

Customer Technical Support

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Solution Engineer - Distribution

The following represent brief/broad descriptions. It is not intended, nor should it be construed, to represent a comprehensive and/or exhaustive description of all duties/responsibilities and requisite skills associated with the position.

SUMMARY

  • Acts as liaison between customer and Beckwith. Coordinates post-sale activities pertaining to installation, service, and maintenance of all Beckwith products. Coordinates the internal activities to bring all customer service calls to resolution and closure.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Become a recognized expert in the use and application of assigned Beckwith products.
  • Maintain customer interface as required via telephone communication and correspondence to establish necessary contact to complete task and resolve problems.
  • Responds to complaints or questions regarding product installation, service, or repair.
  • Coordinates activities to resolve product problems or service call issues (involves inter/intra departmental communications).
  • Tracks all customer service activities on PC and customer files and enter required information to complete records, logs and other report forms.
  • Provide feedback concerning customer service activities both internally and externally.
  • Provides quotes on cost estimates for repair service, and replacement and updates.
  • Arranges for return of product to customer's location for installation or from customer's location to shop for repairs that cannot be performed on premises.
  • Areas of support may include application, product support, training, user awareness, order administration, and field service.
  • Reports and tracks corrective action of product nonconformance to appropriate departments.
  • Communicates software/hardware issues to engineering for timely resolution.
  • Works with customer service technician to ensure all department goals are met.

SECONDARY RESPONSIBILITIES

  • Repair products in-house.
  • May requisition replacement parts, products, and supplies.

EDUCATION and/or EXPERIENCE

  • BSEE or AA/AS degree in electronic technology and equivalent experience.
  • 2 years of Beckwith product knowledge; 5 years’ experience in customer assistance and problem resolution and 2 years’ utility experience.

TECHNICAL SKILLS & KNOWLEDGE

  • Able to read blueprints, wiring diagrams, assembly and schematic drawings and interpret special instructions regarding work to be done as required by customer.
  • Knowledge of electronics with a repair background.
  • Ability to troubleshoot analog and digital electronic circuits to the component level.
  • Problem solving techniques to respond quickly and effectively to customers.
  • Knowledge of Power Utility communications considered a plus.
  • Knowledge of Power Utility Distribution equipment including recloser and feeder relays considered a plus.
  • Ability to apply knowledge of Beckwith products in a variety of applications.
  • Ability to schedule and prioritize work and multiple tasks.

MATHEMATICAL SKILLS

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret spreadsheets and bar graphs. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Our Compensation Package includes a Competitive Salary, Paid Vacation and Holidays, 401(k) Plan, Health/Dental Insurance, Life and Short/Long Term Disability Insurance and Educational Assistance. We are a Drug Free Workplace and Equal Opportunity Employer.

The job description does not necessarily describe all duties/responsibilities and requisite skills associated with the position.