Technical support senior engineer job description

• 6 - 10 years of experience from UPS industry

• Minimum 4 years in technical support or equivalent experience, including two years’ field service experience

• Excellent communication skills, both written and verbal

• Excellent organizational, analytical, and interpersonal skills

• Fundamental background/experience in Microsoft applications

• Detail-oriented

• Possess a positive attitude and flexibility in a rapidly changing environment

• Leadership aptitude

• Technical knowledge of the company’s power products and services required

ABILITIES REQUIRED

• Ability to read schematics

• Ability to test and analyze circuits and components

• Ability to use oscilloscopes, meggers, and other test equipment

• Ability to lift UPS parts and assemblies

• Ability to work and multi-task in a fast-paced environment

• Ability to work without direct supervision

• Technical expertise in critical power systems operation and maintenance

• Proficient in customer relations management practices

• Functional knowledge of small enterprise accounting practices

• Proficient in organizational file management

• Expert-level technical writing and editing preferred

• Valid driver's license required

• Frequent kneeling/crawling/stooping

• Other Duties as assigned

OUR CORPORATE VALUES

• SAFETY FIRST - ‘Safety Doesn’t Happen by Accident!’

• PERSONAL INTEGRITY & ACCOUNTABILITY – ‘In All We Do!’

• KNOCK-THEIR-SOCKS-OFF – ‘Customer Satisfaction Always!’

• BEST-IN-CLASS – ‘Employee Career Satisfaction!’

• SUSTAINED, PROFITABLE GROWTH FOCUS!

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Unified Power is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

Company DescriptionUnified Power Company is a premier national service provider, providing services to Uninterrupted Power Supply Units, Generators, DC Plants, PDU’s and other critical power equipment to more than 7,000 customers across the country.

Our clients trust our well-trained field service & support staff to deliver world-class service while maintaining critical power infrastructure. Our professional staff is expertly trained in providing our clients with critical power solutions in many industries including datacenters, telecommunications, cable television, broadband internet, healthcare, government, and education institutions.

Beyond Finance is a next generation financial services company. Our goal is to provide financial peace of mind to our clients by giving them simple and transparent financial products that are customized to their individual circumstances.

We're in constant pursuit of new collaborators that will help us get to the next level. Our workforce includes celebrated, diverse talents working towards the common objective of developing something transformational for the debt relief industry.

Our team spirit and culture are what set us apart as a company. We love what we do, and we have fun doing it.
About the Role

We are seeking a Sr. Technical Support Engineer to support Beyond Finance's ambitious growth in Houston. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You'll Do

The Sr. Technical Support Engineer will be the main on-site support engineer for our Houston office and will perform the following:

Manage local internet connectivity, wireless and wired setup and configurations Set up desks and conference rooms, debug issues, and be tech support for local staff Use desktop ghosting and management software, build machines to company standard


What We Look For


Experience with frontline support of users Experience with client machine configurations, SSO platforms, AWS, WAN Experience supporting a cloud-based call center with remote users Experience with G-Suite, Microsoft Office, Cisco or Palo Alto firewalls Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications



Why join us?


We are looking for great people to join a fast-paced, growing, and innovative business. For eligible fulltime employees, we offer:

Considerable employer contributions for health, dental and vision programs Generous personal time-off 401(K) match Merit advancement opportunities Career development & training

More importantly, our team spirit and culture are what really sets us apart as a company. We're a world-class company that loves what we do...and we have fun doing it!

Under the California Consumer Privacy Act ("CCPA"), Beyond Finance is informing California residents who are our job applicants, contractors or prospective employees (together "job applicants") about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.

*Beyond Finance is an equal opportunity Employer*

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Beyond Finance HR team.

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
The Technical Support Engineering Team perform as Advanced Subject Matter Experts in specific assigned knowledge disciplines as it relates to the identification and resolution of technical issues involving Komatsu Products in service within North America.Actively supports regional service teams by pro-actively managing all inbound and outbound communications around technical issues and opportunities.Ensure Customer Product availability is maintained and enhanced through timely problem solving / training to correct and resolve issues in the field.As part of the Technical Support Team, work with internal entities (Engineering, Marketing, Sales, etc.) as well as external vendors to resolve issues and manage warranty costs.Provide pro-active information to the field to allow customers to better identify, analyze and resolve operating problems.When issues arrive, work with field Service personnel, distributors, and ultimately face-to-face with customers to identify root cause and lead the process of creating technical resolution to the problem identified.

Scope

Support a field population of over 4,500 machines with 1,500 to 2,000 customer interventions annually. The financial exposure of the interventions is up to $50M between warranty, commercial consideration, contract management and availability guarantees that can be mitigated based on the speed to resolution and long term success delivered by the Technical Support Team.

Key Job Responsibilities


Provide in-depth technical support and expertise on a worldwide basis to maintain performance and availability of customers' electric drive trucks (EDT's).Includes troubleshooting and diagnostic advice to field staff, distributors and customers.Act as primary liaison between the factory and regional representatives, and consult with engineering, manufacturing and suppliers to obtain solutions. Conduct failure analyses of failed components and establish root cause of problems using fault tree analysis to aid in finding solutions to systemic problems.Travel to jobsite to gather facts and data directly from the field when submitted information does not support requirements to develop a resolution or issue closure.Work with vendors to identify and implement the best solutions to prevent recurrence. Prepare detailed failure reports; capture all occurrences of a problem using defined KAC methods and other sources to involve QA/QC Departments in implementing solutions to field performance problems. Manage the Juhin processes related to the assigned area of responsibility and, where required, participate in key supplier meetings and related activity. Take ownership of incoming TSI's from the field, ensuring that all appropriate personnel are made aware of issues incoming from the field. Using technical expertise, identify issues that require escalation and creation of new Juhins to address the problem. Aid in the development and maintenance of a searchable TSI database to make TSI analysis quicker and more efficient. Address TSR's quickly, communicating necessary replies to the field and continuously reviewing to identify possible issue trends. Responsible for driving material content, message and ultimate release to field personnel. Serve as an active member of the Technical Support Management Team. Attend management meetings, trade shows, company meetings, supplier meetings and prepare and present Power Point presentations when required. Travel worldwide to perform job functions. Organize and plan Field campaigns as needed to remedy identified issues with counter measures and to install improvements into existing fleets.



Qualifications/Requirements



B.S. Degree in a technical discipline (e.g. Engineering) along with 8+ years of knowledge and experience with heavy equipment. Advanced degree is a plus. Experience in field commissioning of products very much desired. Demonstrated experience working with Mining / Heavy Equipment. Ability to (1) continually expand knowledge in the area of assignment and (2) to study and learn one (or more) of the other expertise areas to provide backup and coverage for the team. Strong communications skills to interact effectively with field personnel, distributors, customers and senior management. Ability to successfully summarize and present technical content to clearly demonstrate root causes of problems and clear steps to resolve customer issues. Able to present to large groups. Demonstrated understanding of Root Cause and Fault Tree Analysis with ability to balance a thorough investigation of issues with a sense of urgency for resolutions. Must be willing and able to travel 20 to 30% of the time, including internationally. Must be able to visit mine sites and physically be able to climb in and around equipment in the field, often at heights and/or in less than ideal conditions. Prior experience with computer software systems including MS Word, Excel, Power Point (etc.).



Additional Information



Physical Requirements:
While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds.Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


Nearest Major Market:
Peoria