What are the responsibilities and job description for the After Sales Technical Support Expert position at Socomec Group?
Socomec Group (Socomec) is a global leader in electrical equipment engineering and manufacturing, specialized in low voltage energy performance. Socomec North America (NAM) is Socomec’s organization overseeing all operations in North America.
About This Role
The Senior Technical Solutions Engineer, Critical Power Systems provides advanced technical expertise for Socomec’s Critical Power solutions, including UPS systems, static transfer switches, monitoring platforms, and related power electronics. This role ensures high‑level technical support for customers, field technicians, and partners across North America. The TSE leads complex issue resolution, drives escalations with engineering teams, and contributes to product quality improvements and knowledge development across the organization.
Key Responsibilities And Accountabilities
Technical Expertise and Field Support
Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
All applications are reviewed directly by the Socomec North America Talent Acquisition team and other human reviewers. No automated or AI-based systems are used to make decisions in the application review process.
We thank all those who apply. However, only those candidates selected for an interview will be contacted.
About This Role
The Senior Technical Solutions Engineer, Critical Power Systems provides advanced technical expertise for Socomec’s Critical Power solutions, including UPS systems, static transfer switches, monitoring platforms, and related power electronics. This role ensures high‑level technical support for customers, field technicians, and partners across North America. The TSE leads complex issue resolution, drives escalations with engineering teams, and contributes to product quality improvements and knowledge development across the organization.
Key Responsibilities And Accountabilities
Technical Expertise and Field Support
- Lead Level 3 support activities across the NAM region, including remote diagnostics, incident analysis, corrective action planning, and on‑site expert interventions.
- Perform root cause analysis for complex technical issues and provide structured reporting to factories and customers.
- Use corporate digital tools and IoT platforms for remote diagnostics and performance monitoring.
- Support the deployment of firmware, software, technical upgrades, and engineering modifications in the field.
- Maintain deep expertise across Socomec Critical Power portfolios, including UPS, PCS, BESS interfaces, STS, and associated monitoring systems.
- Promote and enforce strict safety procedures across all service operations.
- Support continuous improvement of escalation and de‑escalation processes following PDCA and A3 methodologies.
- Contribute to standardization of service procedures and technical instructions for technicians and partners.
- Coordinate technical escalations between TOS, PLM, R&D engineering, and customers.
- Track open issues, ensure timely follow‑up, and document actions and resolutions.
- Represent NAM in PLM, TOS, and TAS technical meetings and provide weekly feedback to internal teams.
- Contribute to new product development reviews to ensure after‑sales and serviceability requirements are integrated.
- Own the knowledge management process for NAM, including technical documentation, field bulletins, and service instructions.
- Define training needs, design training programs, and ensure proper curriculum alignment with HQ standards.
- Deliver advanced and expert‑level training for technicians, distributors, and subsidiaries (CIM Levels L3 and L4).
- Ensure PROTEUS data accuracy and maintain training indicators and records.
- Support digital training content development (e‑learning, 3D modules, virtual simulators).
- Provide high‑quality remote technical support through ticketing systems and direct customer communication.
- Maintain strong relationships with key customers, distributors, and subsidiaries to ensure consistent technical performance.
- Support technical discussions during project commissioning, site acceptance testing, or major system upgrades when required.
- Strong and successful experience leading and motivating
- Mentoring, collaboration, influencing, and negotiation skills
- Encourages and demonstrates accountability; focused on meeting business goals
- Successfully establishes and maintains long-term relationships
- Result oriented and hands on
- Entrepreneurial, resourceful, innovative and energetic; demonstrates a passion for results and a winning outlook
- Strong verbal and written communication skills with the business acumen to clearly present concepts and ideas
- Consistently demonstrates the highest level of integrity in all interactions and decision-making
- Proactively anticipates and actions business needs
Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
All applications are reviewed directly by the Socomec North America Talent Acquisition team and other human reviewers. No automated or AI-based systems are used to make decisions in the application review process.
We thank all those who apply. However, only those candidates selected for an interview will be contacted.
Salary : $125,000 - $145,000