What are the responsibilities and job description for the Technical Customer Service Apprentice position at Phoenix Contact USA?
Job Summary
The Technical Service Apprentice is an entry level training position within the Service Operations Technical Service Department. This position is responsible for providing level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners. The Technical Service Apprentice will be responsible for providing technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. The Apprentice will work with Phoenix Contact customers, channel partners, and communicate all support case details to our customers and our sales team. While not supporting customers directly, the Apprentice will be expected to develop their knowledge of related products and systems.
This is a 3-year program. An Associate Degree in Electronic Engineering Technology from an accredited college will be obtained during this apprenticeship. After successful completion of the program, the apprentice will transition into a role within the Technical Service Team.
Key Responsibilities
Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, on-site gym access, health & wellbeing center, on-site café, walking trails, tuition assistance, and more!
Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.
If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 x3490 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email HR@phoenixcontact.com.
Notice to Staffing Agencies, Placement Services, and Professional Recruiters:
Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact, including unsolicited resumes sent to a Phoenix Contact mailing address, fax machine or email address, directly to Phoenix Contact employees, or to Phoenix Contact’s resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contact's Director of Organization Development and Talent Acquisition or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact, recruiters agree to be bound and comply with this policy.
The Technical Service Apprentice is an entry level training position within the Service Operations Technical Service Department. This position is responsible for providing level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners. The Technical Service Apprentice will be responsible for providing technical advice and troubleshooting assistance for all Phoenix Contact products and related systems. The Apprentice will work with Phoenix Contact customers, channel partners, and communicate all support case details to our customers and our sales team. While not supporting customers directly, the Apprentice will be expected to develop their knowledge of related products and systems.
This is a 3-year program. An Associate Degree in Electronic Engineering Technology from an accredited college will be obtained during this apprenticeship. After successful completion of the program, the apprentice will transition into a role within the Technical Service Team.
Key Responsibilities
- Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team on technical issues as related to level 1 support
- Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
- Continuously develop knowledge on Phoenix Contact products and their applications within relevant industries
- Work to continually improve the quality of service offered to our customers and partners
- Understand and maintain a working knowledge of industry standards that play a role in industrial systems
- Other duties as assigned.
- High School Diploma with a GPA of 2.5 or higher or Vocational School with a GPA of 2.5 or higher
- Studies in high school or technical school in the areas of electrical/ electronic engineering or similar
- Ability to attend training classes at local colleges and technical training centers as required by the Technical Service Apprentice program to fulfill educational mandates
- Willing to pursue an associate degree in Electronic Engineering Technology
- Knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, single & three phase power 120/240/480VAC
- Ability to interpret electrical and mechanical schematics
- Ability to learn or knowledge of system components, standards, and best practices:
- Industrial Connection Technologies
- Panel installation, layout and marking
- Process system signal transmission and isolation
- Relay technology, and discrete signal transmission
- Power generation, transmission, distribution, and protection for AC and DC circuits
- Functional safety systems, specifications, and standards
- Industrial controllers, distributed IO systems and communication protocols
- Network security, infrastructure and design as applied in industrial control systems
- Visualization technology and best practices
- Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
- 5% Travel Requirement (1% - 3% Overseas)
- Must be able to lift 50 pounds
- Must be able to sit and/or stand for extended periods of time (2-4 hours at a time)
- Must be able to work on a computer for extended periods of time (up to 4 hours at a time)
- Must be able to travel in vehicles (automobiles, trains, and planes) for up to 10 hours
- Must be able to communicate effectively in verbal and written English
- Punctuality and attendance in accordance with company policies
- Timely reporting of expenses
- Must be able to maintain required minimum GPA as set by the program
Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, on-site gym access, health & wellbeing center, on-site café, walking trails, tuition assistance, and more!
Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.
If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 x3490 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email HR@phoenixcontact.com.
Notice to Staffing Agencies, Placement Services, and Professional Recruiters:
Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact, including unsolicited resumes sent to a Phoenix Contact mailing address, fax machine or email address, directly to Phoenix Contact employees, or to Phoenix Contact’s resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contact's Director of Organization Development and Talent Acquisition or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact, recruiters agree to be bound and comply with this policy.
