Technical Support Engineer

The Technical Support Engineer is accountable for every customer case from first contact through to confirmed resolution - the engineer who opens the ticket owns it until it is closed, with no handoffs and no gaps in continuity. This role is the frontline technical expert for Power Test customers post-sale, handling inbound inquiries across all channels - phone, email, WhatsApp, and live chat - and is expected to independently resolve Level 1 and Level 2 issues, while actively working toward Level 3 capability through self-learning, collaboration with Engineering and SME teams, and rigorous case documentation. Every resolved case is a contribution to Power Test's knowledge-base-driven AI agent, feeding the system with accurate, reusable intelligence that drives future self-service resolution. Essential Functions Omni-Channel Customer Support Respond promptly to all customer inquiries across phone, email, WhatsApp, and live chat. Prioritize speed-to-response and first-call resolution (FCR) on every interaction. Deliver a seamless, frictionless customer experience (CX) at every touchpoint. Independently resolve Level 1 and Level 2 inquiries without escalation; own the ticket end-to-end from first contact through confirmed customer resolution. Follow up on open tickets proactively to ensure resolution and customer satisfaction. Technical Troubleshooting & Diagnostics Diagnose and resolve issues related to Power Test OEM equipment including dynos, control systems, VFDs, PLCs, and test cells. Troubleshoot pump systems - hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues. Identify and resolve sensor-related faults - temperature, pressure, flow, speed, and torque sensors including calibration drift, signal loss, and wiring faults. Apply basic electrical troubleshooting skills - continuity checks, voltage/current measurement, relay and contactor diagnosis, fuse and breaker faults, and motor circuit verification. Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through step-by-step solutions. Conduct remote diagnostic sessions via AnyDesk or equivalent remote shadowing tools. Support parts identification requests with accuracy - correct part, correct application, first time. For Level 3 issues beyond current knowledge, engage Engineering and SME teams directly to drive resolution - maintain full case ownership throughout and document all findings for future reference. Ticket Management & Documentation Create detailed, accurate tickets for every inquiry - channel, symptom, diagnosis, resolution, and follow-up. Maintain clean ticket hygiene: categorize, tag, and close tickets per defined SLA windows. Capture root cause and resolution detail to feed the knowledge base with every case. Use CRM/ticketing platforms (Salesforce, Dynamics 365, Zendesk, Freshworks, ServiceNow, ServiceMax, or equivalent) to manage workflow. Track all open cases by tier (L1/L2/L3); report on volume, FCR rate, resolution times, and Level 3 conversion rate as the engineer grows capability. Knowledge Base Development Contribute troubleshooting guides, FAQs, tech tips, and how-to content after each resolved case. Identify recurring issues and proactively create self-help articles to deflect repeat inquiries. Collaborate with the Technical Support Lead and Documentation team to review, organize, and publish content. Support customer and internal training delivery where applicable. After every resolved Level 3 case, capture the full diagnostic path, root cause, and fix in structured format and submit to the knowledge base to ensure the AI agent can surface the solution for future occurrences. Proactively identify gaps in the knowledge base - if a question arrives that the AI agent cannot answer, own the research, resolve it, and fill the gap before closing the ticket. Continuously grow personal technical depth through self-learning, manufacturer documentation, SME shadowing, and field case review so that tomorrow’s Level 3 becomes today’s Level 2. Field Technician Support Act as the primary technical resource for Power Test Field Technicians requiring remote assistance during active customer engagements - prioritize field calls above standard inbound queue to minimize on-site delays. Own the case end-to-end from first contact through to confirmed resolution - no handoffs without continuity; the engineer who opens the ticket closes it. Where field support is required to complete resolution, coordinate and facilitate the Field Tech dispatch or on-site engagement, maintaining full case ownership and keeping the customer informed throughout. Track all field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases. Other Duties Perform other duties as assigned by the business to support operational and strategic goals. Knowledge, Skills, and Abilities Technical Variable Frequency Drives (VFDs) - configuration, faults, and diagnostics. Schematics, wiring diagrams & P&IDs - read and interpret electrical, mechanical, and fluid system drawings. PLC fundamentals - basic ladder logic, fault identification, and common controls platforms. Dynamometer and test cell systems - operational knowledge, sensor types, and calibration basics. Pump systems - hydraulic and cooling circuits; pressure, flow, and mechanical fault diagnosis. Sensors - temperature, pressure, flow, speed, and torque transducers; calibration, signal integrity, and wiring faults. Basic electrical - multimeter use, continuity and insulation checks, relay/contactor diagnosis, motor circuits, fuse and breaker faults. Remote support tools - AnyDesk, TeamViewer, or equivalent screen-sharing/shadowing software. Support & Systems Ticketing/CRM platforms: Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk, Freshdesk/Freshworks, ServiceNow, ServiceMax, or equivalent. Omni-channel support operations: phone, email, WhatsApp, live chat. SLA awareness - understands urgency tiers and response/resolution time targets. Knowledge base tools: Confluence, SharePoint, Guru, or similar. Soft Skills Fast learner - ability to quickly understand unfamiliar equipment and accurately relay solutions. Clear communicator - technical depth without unnecessary jargon for diverse audiences. Detail-oriented - thorough ticket documentation; nothing left vague or incomplete. Customer-obsessed - genuine ownership of the customer’s outcome, not just closing the ticket. Calm under pressure - handles frustrated customers with professionalism and empathy. Preferred Skills Experience supporting OEM equipment in industrial, power, or heavy-equipment environments. Hands-on experience with dynamometer testing, engine test cells, or powertrain test systems. Familiarity with remote diagnostic tools such as AnyDesk, TeamViewer, or similar. Exposure to knowledge base creation or technical documentation. Experience in a metrics-driven support environment (FCR, CSAT, AHT, SLA compliance). Knowledge of engine, transmission, or powertrain systems is a strong plus - understanding of how Power Test equipment interfaces with these systems accelerates diagnostic accuracy. Education and Experience Requirements Associate’s or Bachelor’s degree in Engineering Technology, Electrical Engineering, Mechanical Engineering, or a closely related technical field - OR equivalent hands-on experience. Minimum 2 years of experience in technical support, field service, or applications engineering. Demonstrated experience with VFDs, schematics, PLC systems, pumps, sensors, basic electrical, or industrial control and test equipment. Proficiency with at least one ticketing or CRM platform. Comfort operating across multiple support channels simultaneously. Core Competencies Achievement Focus - Sets personal resolution targets; doesn't close until the customer is satisfied. Business Ethics - Inspires trust, keeps commitments, treats people with respect, and works with integrity. Dependability - Reliable across all channels; owns every ticket to resolution with no dropped cases or silent SLA misses. Job Knowledge - Continuously builds technical depth; uses every case as a learning opportunity. Judgment - Resolves L1 and L2 independently; knows when to engage Engineering or SME support for L3 without losing case ownership. Managing Customer Focus - Measures success by customer outcomes, not ticket closures. Quality - Thorough, accurate, and documented; every case leaves a useful trail. Continuous Learning - Actively converts Level 3 experiences into Level 2 knowledge through self-study, SME engagement, and structured documentation; committed to shrinking the unknown. Teamwork - Shares knowledge freely; makes teammates and customers smarter. Physical Demands Ability to lift up to 30 lbs. in lab/equipment environments if required. On-site position based at the Power Test facility; this is not a remote or hybrid role. Primarily office-based - day-to-day work is conducted at a desk supporting customers and Field Technicians via phone, email, WhatsApp, and live chat. Occasional access to the lab or shop floor may be required for equipment familiarization or in-person diagnostics; PPE required in those environments. Ability to work across time zones as the customer base demands. EEO Statement The client company and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr Power Test, LLC