Technical Support Engineer

Requisition ID : 41943

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Job Location(s) : Loves Park, IL, US

Job Description

Technical Support Engineers report to the NAM Technical Support Manager and will serve as the first point of contact for all NAM Danfoss Drives technical inquiries and Level II support. The core of their duties is to provide 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, including requests such as : Technical, troubleshooting, start up, installation, programing, commissioning, spare part ID, schematics / documentation, equipment crossover, case management and development, and warranty support, amongst others.

Document and track issues. It's important to maintain accurate records of customer interactions, including the details of their technical issues and the solutions provided. This helps in tracking trends, identifying recurring problems, and improving overall customer support processes.

Continuously improving support processes. You will be expected to contribute to the improvement of support processes and tools by providing feedback and suggestions based on customer interactions and trends. This helps in enhancing customer satisfaction and efficiency of support operations.

Support the 24 / 7 after-hours emergency phone line, as part of a weekly, predefined, rotational schedule.

Conduct product trainings for customers or internal staff to ensure they have a good understanding of the product features, functionalities, and troubleshooting techniques.

Collaborating with cross-functional teams. You may need to work closely with other teams such as product development, sales, and quality assurance to resolve complex technical issues or provide feedback on product performance. Effective communication and collaboration are key in these interactions.

Support the My Drive Assistant website to be the point of contact for growing and maintaining this tool.

Sporadically 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

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

The ideal candidate possesses these skills :

Required (basic) qualifications

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 experience in the Power Electronics or Automation industry.

Ability to read and interpret electrical schematics of varying levels of complexity, including PCB level.

Ability to effectively use standard electrical test equipment such as multimeters, oscilloscopes, and power analyzers

Preferred qualifications

Service and / or Application experience on Danfoss variable frequency drives is highly desirable. In lieu of Danfoss-specific knowledge, experience on other brand VFDs will be considered and is also a plus.

Service and commissioning experience using Vacon NCLoad, Live, and Danfoss MCT10 software is a plus.

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.

Compensation Data

HIRING SALARY RANGE : $78,000 . Base salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Employee Benefits

We are excited to offer you the following benefits with your employment :

Bonus system

Paid vacation

Flexible working hours

Possibility to work remotely

Pension plan

Personal insurance

Communication package

Opportunity to join Employee Resource Groups

State of the art virtual work environment

Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 42.000 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 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.

Salary : $78,000