Aftermarket Technical Support Engineer - Dynamometers

Salary: $79,040 - 99,840 per year Requirements:

• Associates or bachelors degree in engineering technology, electrical engineering, mechanical engineering, or a closely related technical field, or equivalent hands-on experience.
• At least 2 years of experience in technical support, field service, or applications engineering.
• Demonstrated experience with VFDs, schematics, PLC systems, pumps, sensors, basic electrical systems, or industrial control and test equipment.
• Proficiency with at least one ticketing or CRM platform and comfort working across multiple support channels simultaneously.
• Knowledge of VFD configuration and diagnostics; electrical, mechanical, and fluid-system schematics, wiring diagrams, and P&IDs; PLC fundamentals; dynamometers and test cells; pumps; sensors; and basic electrical testing and troubleshooting.
• Familiarity with remote support tools such as AnyDesk or TeamViewer, ticketing and CRM platforms, omnichannel support, SLA targets, and knowledge base tools such as Confluence, SharePoint, or Guru.
• Strong learning ability, clear communication, attention to detail, customer focus, and composure when assisting customers under pressure.
• Preferred: Experience supporting OEM equipment in industrial, power, or heavy-equipment environments; working with dynamometer testing, engine test cells, or powertrain test systems; creating technical documentation; or working in a metrics-driven support environment.
• Familiarity with engine, transmission, or powertrain systems is a plus.
• Ability to work across time zones as customer needs require and lift up to 30 pounds when needed in lab or equipment environments.
• Commitment to ethical conduct, safety, ownership, teamwork, service, and customer-focused quality.

• Respond to customer inquiries by phone, email, WhatsApp, and live chat, prioritizing prompt responses, first-contact resolution, and a smooth customer experience.
• Own each ticket from initial contact through confirmed resolution, independently resolving Level 1 and Level 2 issues and following up on open cases.
• Diagnose and troubleshoot Power Test OEM equipment, including dynamometers, control systems, VFDs, PLCs, and test cells, as well as pump systems, sensors, and basic electrical issues.
• Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through solutions; conduct remote diagnostic sessions and assist with accurate parts identification.
• Engage Engineering and subject matter experts on Level 3 issues while retaining case ownership and documenting findings.
• Create detailed tickets, maintain accurate categorization and status, meet SLA timelines, and track cases by support tier and relevant performance measures.
• Record root causes and resolutions, contribute troubleshooting guides, FAQs, technical tips, and other knowledge base content, and identify and address gaps in self-service resources.
• Collaborate with the Technical Support Lead and Documentation team to review, organize, and publish knowledge content; support customer and internal training where applicable.
• Build technical expertise through self-learning, manufacturer documentation, SME shadowing, and field case reviews, progressing toward independent Level 3 capability.
• Provide remote technical assistance to Field Technicians during customer engagements, prioritizing field calls when needed; coordinate dispatch or on-site support and keep customers informed.
• Track field-assist cases and their response, resolution, and first-contact resolution performance.
• Perform other duties assigned in support of our operational and strategic goals.

• AI
• Confluence
• CRM
• Support
• PLC
• SharePoint
• Cloud
• Flow
• Office 365
• Salesforce
• Security
• ServiceNow
• Windows
• Zendesk

More:

We are hiring a Technical Support Engineer to provide frontline post-sale technical support for Power Test customers and help build a knowledge base that supports future self-service and AI-assisted resolution. This is an on-site, primarily office-based role at our Power Test facility, not a remote or hybrid position; occasional lab or shop-floor access may be needed, with PPE required in those areas. The role is expected to work 40 hours per week and pays $38–$48 per hour. Benefits include 401(k) matching, dental, health, vision, and life insurance, an employee assistance program, a health savings account, paid time off, parental leave, professional development assistance, a referral program, and tuition reimbursement. Our workplace values ethics, safety, ownership, shared success, teamwork, service, and commitment to customers.

last updated 42 week of 2026