SYNOPSIS:
Associate Product Support Specialists (APSS) provide level 1 technical support to Phoenix Contact customers, sales personnel and channel partners. The Associate Product Support Specialist will be responsible for providing technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. The APSS will work with Phoenix Contact customers and channel partners and communicate all support case details to our customers and our sales team. While not supporting customers directly, the APSS will be expected to develop their knowledge of related products and systems.

RESPONSIBILITIES:

• Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team on technical issues as related to level 1 support
• Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
• Continuously develop knowledge on Phoenix Contact products and their applications within relevant industries
• Work to continually improve the quality of service offered to our customers and partners
• Understand and maintain a working knowledge of any industry standards that play a role in industrial systems
• Be on call for emergency service when required

QUALIFICATIONS:

• Bachelor degree in engineering or technical focus preferred
• BSEE/EET/MFET/Computer Engineering, or related field
• Five years minimum industrial automation/electronics experience, with AS in Engineering or related field
• Knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, single & three phase power 120/240/480VAC
• Ability to interpret electrical and mechanical schematics
• Ability to learn or knowledge of system components, standards, and best practices:
• Industrial Connection Technologies
• Panel installation, layout and marking
• Process system signal transmission and isolation
• Relay technology, and discrete signal transmission
• Power generation, transmission, distribution, and protection for AC and DC circuits
• Functional safety systems, specifications and standards
• Industrial controllers, distributed IO systems and communication protocols
• Network security, infrastructure and design as applied in industrial control systems
• Visualization technology and best practices
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Ability to communicate technical concepts and principles to non-technical people orally and in writing
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to exercise flexibility, initiative, sound judgment and discretion.
• Excellent oral/written communication skills
• Motivated self-starter with the ability to work autonomously and as part of a team
• Ability to set priorities and perform simultaneous tasks
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Proficient computer skills (Word, Excel, PowerPoint)
• Effective interpersonal skills with comfort in delivering group presentations
• Must be willing to work any of the following shifts based on departmental needs
  • Monday - Friday 8-5, with the possibility one day per week may have a 11-8 shift
  • Monday - Thursday 9-6, and Friday 8-5
  • Monday - Thursday 9-7, and Friday 8-12
• Displays proficiency in the following global competencies:
  • Initiative – the understanding of what action needs to be taken and completing these tasks while seeking the perspective of others.
  • Comprehensive Thinking (Personal Credibility) – taking personal responsibility for mistakes; does what he/she commits to and is honest and forthright.
  • Collaboration – works as a team player to make a difference within the business and expresses gratitude and appreciation to others who have provided information, assistance, and support
  • Willingness to Learn – handles change through taking advantage of lifelong learning opportunities and is open minded and curious to face new challenges.

ESSENTIAL JOB FUNCTIONS:

• 5% Travel Requirement (1% - 3% Overseas)
• Must be able to lift 50 pounds
• Must be able to sit and/or stand for extended periods of time (2-4 hours at a time)
• Must be able to work on a computer for extended periods of time (up to 4 hours at a time)
• Must be able to travel in vehicles (automobiles, trains, and planes) for up to 10 hours
• Must be able to communicate effectively in verbal and written English
• Must comply with company dress code guidelines
• Punctuality and attendance in accordance with company policies
• Timely reporting of expenses

Notice to Staffing Agencies, Placement Services, and Professional Recruiters:

Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact, including unsolicited resumes sent to a Phoenix Contact mailing address, fax machine or email address, directly to Phoenix Contact employees, or to Phoenix Contact’s resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contact's Director of Organization Development and Talent Acquisition or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact, recruiters agree to be bound and comply with this policy.