Location: Lisle, IL
Category: Engineering
Employment Type: Permanent

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TECHNICAL SUPPORT SPECIALIST
Location:  Lisle, Illinois
FLSA Status:  Exempt
Salary Range:  Commensurate with experience and credentials
About the Company:
 
We have made a name for ourselves globally by connecting factories and production plants across the globe, and by enabling machines to communicate with each other. As the market leader in industrial communications, we offer our customers flexible and reliable networking solutions. We’re constantly growing, and we want to continue doing so well into the future! Therefore, we need you to join our team to achieve this mission and to enhance your potential in a highly motivated and ambitious team.
 
The US sales unit of our German-based parent company, is part of a global corporation. With over 400 employees in Europe, Asia, and the Americas working professionally and with enjoyment to ensure that our PC cards, gateways, OEM plug-in modules, ASICs, and IIoT solutions for industrial communication enable customers to connect. 
 
Our unique industrial automation communication solutions require self-motivated team players who are interested in a fast-paced environment and the ability to grow and excel. We provide a welcoming culture, and the structure and support for success. The company is growing, and we invite you to be part of this exciting journey together with us.
 
Position Summary:
 
  • As a Technical Support Specialist, you will effectively communicate with customers to understand their requirements and then assist them in the commissioning of our products relative to those requirements. 
 
  • You will be the first line of communication with our customers when it comes to technical support pre-sale and post-sale. 
 
  • Some domestic travel to customer and tradeshow locations may be required. 
 
  • During your onboarding, you will spend two weeks at our headquarters in Germany for product training. 

This position reports to:

Managing Director of North America

Your responsibilities:
  • Serve as the primary technical interface between customers/partners and our team by providing excellent customer service and support for those installing or specifying our products
  • Identify and troubleshoot technical and non-technical issues related to our products and customer applications in a timely manner
    • Via phone, email and/or screen sharing 
  • Liaise with headquarters in Germany to obtain necessary information to support our North America customers when necessary
  • Testing of returned products (RMA) and initiating returns with production in Germany where necessary
  • Train new sales staff and partners on our products
  • Update job knowledge by studying new product descriptions and participating in educational opportunities
  • Ability to participate in trade shows as required
  • Perform other related duties as assigned or requested
Your Skills and Experience:
  • A minimum of an associate degree or equivalent work experience required. Preferably in Engineering, Automation Technology, Telecommunications Engineering, Electronic Engineering, Computer Science or related field
  • Minimum 5 years’ experience with integrating automated control systems
  • PLC theory and programming experience required
  • Self-starter, motivated, team-focused and results driven 
  • Strong organizational, and time management skills
  • Outstanding verbal and written communication skills, and exceptional interpersonal skills
  • Updates job knowledge by studying new product descriptions and participating in educational opportunities
  • Possesses problem analysis and problem-solving skills
  • May have to train internal employees and clients in products and solutions
  • Proficient in the use of MS Office
  • Software experience with C or C++ preferred
  • Knowledge of industrial communications protocols; Profibus, DeviceNet, etc.
  • Knowledge of Industrial Ethernet protocols; EtherNet/IP, PROFINET, etc.
Benefits
  • Health Insurance
  • Flexible Spending Account
  • Retirement plan
  • Two (2) weeks’ vacation after 1st year
  • PTO for sick leave
  • 11 annual holidays
  • Long Term/Short Term Disability
Physical Demands:
  • Must be able to sit for periods of time at a desk and use a computer
  • Required to reach with hands and arms
  • Must be able to talk and hear
  • Required to bend 
  • Must be able to lift light weight (less than 25 pounds) 
  • Finger dexterity and hand coordination required
  • Specific vision abilities required for this job include: close vision, ability to adjust or focus
 
Work Environment:
  • Professional office work environment
  • Occasional domestic travel to client locations
  • Travel to Germany for product training as required