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Technical Support Specialist

Requisition ID:  25311
Job Location(s): 

Loves Park, IL, US

Job Description

 

Technical Support Specialists report to the NAM Technical Support Manager and will serve as the first point of contact for all NAM Danfoss Drives technical inquiries. The core of their duties is to provide outstanding support on cases of low to mid complexity in a fast-paced manner, mainly via phone and email in a contact center environment, and to organize and handle other post-sales inquiries and claims in accordance with their position. Their day to day will be comprised of phone and email queries from customers and end users via our CRM platform, where they will be tasked with different drive set ups, programming, troubleshooting, service, warranty questions and requests.

Job Responsibilities

 

  • Provide technical, troubleshooting, start up and warranty support to NAM Danfoss Drives customers via phone and email in a contact center environment, taking ownership and effectively following problems through to resolution or warm hand-off.
  • Support equipment repair process and advise partners and customers on spare parts, procedures, and other after-sales issues.   
  • Work in cooperation with 2nd Level support to provide adequate and timely solutions to high profile and/or otherwise demanding cases.
  • Supervise and support external service partners’ queries as part of Danfoss service procedures and provide repair/service instructions in cooperation with affiliate team.
  • Handle and organize post-sales customer queries and claims in case management system in accordance with established workflow.     
  • Support the 24/7 after-hours emergency support line, as part of a weekly, predefined, rotational schedule.
  • Develop and maintain a proficient level of product, application, and industry knowledge to support duties.
  • Sporadically travel to customer site and perform technical assessment and/or repair work as required; expected to be less than 10% of the time and domestic.

Background & Skills

 

Required (basic) qualifications

  • Associate degree in Electronics, or related technical field and suitable experience.
  • Minimum 2 years of experience in the Drives, Power Electronics or Automation industry.
  • Ability to read and interpret electrical schematics.
  • Ability to effectively use standard electrical test equipment such as multimeters and oscilloscopes.

 

Preferred qualifications

  • Service and/or application experience on variable frequency drives, Danfoss or otherwise, is highly desirable.
  • Experience in a fast-paced technical support contact center environment.
  • PLC and/or BAS implementation experience. Programing experience is a plus.
  • Fieldbus implementation experience (Bacnet, Modbus, EthernetIP, etc).
  • 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.

 

Competencies

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