Technical Support Engineer

Requisition ID:  25312
Job Location(s): 

Loves Park, IL, US

Job Description

 

Danfoss is now hiring a Technical Support Engineer for our Loves Park division. This role will be considered a hybrid position so we are open to candidates living within a 90 miles radius from our Loves Park, IL facility. Many of the Technical Support responsibilities can be handled remotely, however, the right candidate must be able attend the office as needed and in accordance with business demand, approximately 20% of the time.

Technical Support Engineers report to the NAM Technical Support Manager and serve as point of contact for all NAM Danfoss Drives technical inquiries and Level II support. The core of their duties consists of providing outstanding, expert support on the full spectrum of cases with a focus on mid to high complexity; supporting or managing cases escalated from Level I; researching and following up on requests through to successful resolution, done mainly via phone and email in a fast-paced, high-performing contact center environment.

Their day to day will be comprised on internal and external queries from customers and end users via our CRM platform, where they will be tasked with different drive set ups and applications, troubleshooting, programing, warranty support, Level I and II requests, collaboration with internal or external teams on solutions, and a combination of related tasks conducive to the satisfactory service and support of our customers.

Job Responsibilities

 

    • Provide support to NAM Danfoss Drives customers via phone and email in a fast-paced, high performing contact center environment, owning and effectively following VFD-related issues through to resolution.
    • Take ownership, research, diagnose, troubleshoot, and identify solutions to resolve escalated and/or complex system issues, often involving high-profile higher horsepower applications, fieldbus, common DC bus, drive and motor theory, etc.
    • Lead in the process of failure analysis and root cause identification for drive equipment as situations and customers require it. Identify quality issues, collect data, report, and channel through the appropriate avenues to ensure satisfactory resolution or hand off.
    • Supervise and support external service partners’ queries as part of Danfoss service procedures; provide or produce repair/service instructions in cooperation with affiliate team.
    • Provide expert support and assistance on high complexity and/or high-profile cases escalated from Level I or alternative internal routes and deliver adequate and timely solutions.
    • Support the 24/7 after-hours emergency phone line as part of a weekly, predefined, rotational schedule.
    • Handle and organize post-sales customer queries and claims in case management system adhering to established workflow and tools.
    • Cooperate with Applications Engineering, the After Market Service Competence Centers, and other groups in cases of service and support for high profile cases, cross-border and regional technical requests and inquiries.
    • Travel to customer site and perform technical assessment, investigation and/or repair work as required; expected to be 10-15% of the time and mostly domestic.

 

 

Background & Skills

 

  • Bachelor's degree in Electrical Engineering or related technical field (or a mix of Associate degree and demonstrable equivalent experience in the drive, power electronics or automation industry).
  • Minimum 3 years of relevant service and/or application experience in the Drives, Power Electronics or Automation industry.
  • A solid understanding of essential electric theory principles such as resistance, impedance, capacitance, inductance, electromagnetism, power conversion, 3 phase systems, AC motors, etc.
  • NX SA1 & SA2; V100 SB2; VLT D, E, F Frame Service Training is desirable.
  • Service and commissioning experience using Vacon NCLoad, Live, and Danfoss MCT10 software is desirable.
  • Experience in a fast-paced technical support contact center environment is desirable.
  • Experience implementing PLCs and BAS; programing experience is a plus.
  • Experience implementing fieldbus systems (Bacnet, Modbus, EthernetIP, etc.); network troubleshooting experience is highly desirable.
  • SAP and Salesforce experience.
  • Customer Service experience.
  • Native, or Advanced (proficient) English (ability to understand and communicate technical terminology). Ability to communicate in French or Spanish as a second language is an asset.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways – driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.


Following our founder’s mindset ‘action speaks louder than words’, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.


Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 40,000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 40,000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 


Nearest Major Market: Rockford