Technical Support Engineer

Position Summary:

We are seeking a skilled Technical Support Engineer specializing in Electrical Automation to join our dedicated team. The ideal candidate will possess expertise in electrical systems, automation technologies, and industrial controls, along with a passion for providing exceptional technical support. In this role, you will be responsible for resolving technical issues, assisting customers with system configurations, and contributing to the continuous improvement of our products and services.

Responsibilities:

• Provide expert technical support to customers for electrical automation systems, including PLCs, HMI panels, variable frequency drives (VFDs), and industrial control networks.

• Diagnose and troubleshoot complex electrical and automation issues reported by customers, utilizing schematics, manuals, and diagnostic tools to identify root causes and implement solutions.

• Collaborate closely with customers, field service technicians, and internal engineering teams to resolve technical issues in a timely and effective manner, ensuring minimal disruption to operations.

• Assist customers with system configurations, programming, and troubleshooting of PLCs, HMIs, and other automation devices, both remotely and on-site as needed.

• Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system or knowledge base.

• Provide training and technical guidance to customers and internal stakeholders on electrical automation products, technologies, and best practices.

• Contribute to the development and improvement of support processes, tools, and resources to enhance the overall customer experience.

Requirements:

• Bachelor’s degree in electrical engineering, automation engineering, or related field, or equivalent work experience.

• 1+ years proven experience in a technical support role, with expertise in electrical automation systems and industrial controls.

• Strong understanding of PLC programming, HMI development, electrical schematics, and industrial communication protocols (e.g., Modbus, Profibus, Ethernet/IP).

• Proficiency in troubleshooting electrical and automation issues, including hardware and software components, electrical wiring, and control logic.

• Excellent communication skills, with the ability to convey technical concepts clearly and effectively to both technical and non-technical audiences.

• Strong problem-solving skills and the ability to analyze complex systems and identify root causes of issues.

• Experience with ticketing systems, CRM software, and remote support tools.

• Customer-focused mindset with a commitment to delivering superior service and support.

• Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of accountability and ownership.

Desired Skills:

• Experience with customer relationship management (CRM) software.

• Experience with remote support tools.

• Knowledge of networking and operating systems.

• Bilingual in English and another language is a plus.

• Experience with Sonepar's business systems and procedures is a plus.

Equal Opportunity Employer:

Sonepar is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.