Engineer - Technical Support (TRC)​​​​​​​

About the Role

The primary function of the incumbent is to provide technical support for low voltage power distribution products, including residential load centers, breakers, group metering, generators, dry‑type transformers, safety and rotary switches, molded case and miniature breakers, and select alternative energy products. The role involves assisting customers with product selection, troubleshooting, and application assistance received via email and chat. • Provide pre‑sale support: product selection, configuration, and budgetary quotes. • Research, diagnose, troubleshoot, and identify solutions for customer issues. • Escalate unresolved issues following standard procedures to appropriate internal teams. • Maintain and expand the product knowledge base for internal and external teams. • Use enterprise tools (SharePoint, shared drives, ERP/PLM/CRM) to address customer concerns. • Ensure high customer satisfaction by meeting NPS/CES targets. • Develop effective working relationships with the US team for problem resolution. • Prepare and update records, reports, and process trackers in real‑time. • Conduct technical product knowledge sharing sessions to improve team capabilities. • Identify training needs and create plans to bridge technical skill gaps. • Interpret customer specifications, drawings, and schematics. • Apply strong problem‑solving and product troubleshooting skills for Tier‑1 and Tier‑2 issues.

Key Responsibilities

• ▸pre‑sale support
• ▸troubleshooting
• ▸knowledge base
• ▸enterprise tools
• ▸technical training
• ▸specification review

What You Bring

The position requires a graduate in Electrical Engineering with 6‑8 years of experience in the switchgear industry. Candidates must have a strong understanding of switchgear components, assemblies, and applications, be able to interpret specifications, drawings, and schematics, and possess advanced Excel and data analysis skills as well as basic knowledge of ERP, PLM, and CRM tools. The role demands self‑motivation, excellent written and verbal communication, out‑of‑the‑box thinking, and the ability to quickly adapt to change while managing multiple urgent priorities. Collaboration with the US team and effective use of enterprise tools such as SharePoint and shared drives are essential for problem resolution and maintaining high customer‑satisfaction scores (NPS/CES). • Demonstrate advanced Excel and data analysis proficiency. • Self‑motivated to prioritize and manage assigned work. • Proficient with Adobe and Microsoft Outlook. • Strong written and verbal communication skills. • Ability to think creatively and adapt quickly to change.

Requirements

• ▸excel
• ▸data analysis
• ▸electrical engineering
• ▸switchgear
• ▸sharepoint
• ▸self‑motivated

Work Environment

Office Full-Time