What are the responsibilities and job description for the Technical Support Engineer position at Franklin Electric?
Department: Engineering
Location: US - Indiana - Fort Wayne
Join Franklin Electric on our mission to empower communities with sustainable water management solutions, where your expertise will play a vital role in shaping a better future for generations to come.
The Technical Support Engineer is responsible for delivering advanced, second-tier technical support and product expertise to both internal and external customers. This role serves as a trusted advisor, diagnosing complex issues and recommending effective, customer-centric solutions. In addition, the Technical Support Engineer identifies opportunities to enhance the customer experience by thoughtfully introducing relevant products and services.
Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility.
Join us to create a better future while growing professionally in a supportive environment!
MOVE FORWARD WITH US
What you will be doing:
- Advanced Troubleshooting: Providing second-tier technical support via phone, email, and onsite visits to resolve complex product issues.
- Client Training: Conducting onsite and web-based seminars to teach customers how to implement and use products correctly.
- Sales Integration: Identifying opportunities for additional sales and service growth while interacting with clients.
- Case Management: Tracking open customer issues, communicating status updates, and following up to ensure successful resolutions.
- Knowledge Development: Creating technical bulletins, reviewing manuals, and assisting with new software deployment and training.
If you are a self-motivated and collaborative individual who is passionate about making a positive impact, we encourage you to apply for this exciting opportunity.
- Hard-working winners. Confident, competitive, and results-oriented professionals who create a track record of success.
- Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders.
- Education: High school diploma required; an Associate’s degree in Electrical or Mechanical Engineering is strongly preferred.
- Experience: 3 to 5 years of related technical support or field service experience.
- Technical Proficiency: Mastery of specific software ecosystems including ERP (JD Edwards), PLM (Windchill), and Call Center systems.
- Complex Problem Solving: The ability to use "excellent judgment" to handle variables in complex technical situations and make high-impact decisions.
- Communication Skills: Strong ability to translate technical info for vendors, customers, and internal teams through reports and presentations.
COMPANY VALUES & BENEFITS
FE provides many opportunities to learn and grow through development opportunities such as training, certifications, mentorship, leadership programs, tuition reimbursement, one-on-one coaching and more! We offer competitive salaries, comprehensive benefits, and amenities such as:
- Hybrid remote work arrangements
- Generous paid time off & holidays
- Paid parental leave & on-site motherhood rooms
- On site café & complimentary beverage stations
- Indoor fitness facility & outdoor walking paths
- 401(k) with matching & service contributions
- Health, dental, vision, life insurance
- Short & long-term disability
- Fertility & adoption support
- Undergraduate & graduate tuition reimbursement
- Professional development assistance
- Health & wellness programs