Senior Full Stack Engineer improving APIs, backend services, and customer - service tools for Skylight’s family technology platform. Collaborating with Customer Success and Engineering to simplify family experiences.
SL
Senior Field Services Engineering Support Specialist
Posted 6 hours ago
About the role
- Senior specialist supporting S&C Electric’s resilient power-grid products through Tier 3 troubleshooting. Resolving customer equipment issues and training field-service teams.
Responsibilities
- Assist customers remotely with installation and troubleshooting of S&C products
- Provide Tier 3 technical support for Protection and Automation products
- Provide technical support for escalations from Field Service Engineers and Technicians
- Troubleshoot S&C equipment by phone, teleconference, email, and Salesforce
- Document troubleshooting updates in Salesforce
- Collaborate with cross-functional teams to identify recurring customer issues and recommend improvements or solutions
- Identify parts for replacement or upgrade and work with sales to obtain pricing
- Read and interpret wiring diagrams
- Travel occasionally to support field-service troubleshooting and customer issue-resolution visits
- Perform product training onsite and offsite
- Interface with sales, service, and customer personnel to resolve issues and maintain or upgrade installed products
- Process Return Material Authorizations (RMAs)
- Comply with applicable company policies and rules
Requirements
- Minimum of Electrical/Electronic Engineering Technology Diploma or equivalent
- OACETT certification is an asset
- 4 years of previous experience in a similar capacity
- Ability to read electronic, electrical, wiring, and mechanical drawings and diagrams
- Strong written and verbal communication skills
- Medium voltage protection product knowledge is preferred
- Ability to travel to customer sites for training and field service support
- Good interpersonal and presentation skills
- Good problem-solving skills
- Ability and eagerness to learn the S&C product ecosystem and continuously improve customer support standards
- Ability to lift, move, or use objects or equipment up to 20 lbs
Benefits
- Competitive compensation and performance-based bonus
- Generous employer-matched retirement savings plan
- Three weeks of paid vacation, plus paid holiday shutdown
- 100% employer-paid health and wellness benefits
- Medical, dental, vision, and prescription coverage
- Health Care Spending Account (HCSA) & Personal Spending Account (PSA)
- Life, AD&D, and disability insurance, with optional enhancement
- Summer hours program
- Education reimbursement
- Seniority recognition
- Access to Spark LMS for continuous learning and development
- A safe and fun working environment where milestones are celebrated
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