Technical Support Representative - Power Systems Relaying

The devices we make at SEL are embedded in the power grid. They prevent blackouts. They make outages safer and shorter in duration; they add cybersecurity, automation, and communication. They use cutting-edge technologies and operate at speeds that push other pieces of the grid to go faster. As a Technical Support Representative in Sales & Customer Service, you’ll provide world class customer service directly to our customers by providing technical support, engaging in customer trainings, and providing solutions and services that help our customers protect and control critical electrical infrastructure and power systems worldwide.

As a Technical Support Representative, a typical day might include the following:

• Diagnosing technical SEL product software and hardware issues
• Guide customers through steps to resolve issues of basic complexity. Understand when to elevate issues to Application Engineers.
• Provide excellent customer service using a wide variety of communication skills, especially phone and email communications.
• Log calls, problems addressed, and resolutions achieved in customer relationship management tool.
• Develop basic level understanding of SEL products, instruction manuals, and SEL software.
• Participate in direct customer training through customer visits, trainings, and annual interactive seminars., * You’ll get to expand your knowledge regarding (but not limited to) electrical engineering, and power systems protection.
• You’ll get to collaborate with SEL Application Engineers, Technical Support Representatives, Customer Service Representatives, and Account Representatives across Sales and Customer Service.
• You’ll be in a constant state of learning, problem-solving, and sharing customer success.

Do you have experience in Writing skills?, Do you have a Associate’s degree?, * You have an associate degree or equivalent experience.

• You have basic knowledge of SEL products, SEL’s website, and How-To instructions
• You have excellent customer service commitment
• You have a strong ability to listen to customers to understand the problem, solve issues, or route as necessary.
• You have strong writing, documentation, and speaking skills
• You can learn new skills and are a self-starter
• You are technically curious and enjoy problem-solving
• You can travel occasionally for training purpose

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Paid sick time
• Adoption assistance, People are at the core of our company and we hire employee-owners. We welcome you to learn more about how we support employees.
• We’re 100% employee owned. Retirement benefits include an employer funded stock ownership plan (ESOP) and personal 401(k) options.
• We offer top tier medical, prescription, dental, vision, life, and disability insurance.
• We recognize the importance of a healthy life balance and offer: 10 paid holidays, annual vacation accrual starting at 12 days, 9 paid sick days, and paid family and medical leave that covers 90% of your pay.
• We foster growth and development of our employees through avenues such as STEM courses, apprenticeships, tuition assistance, and engineering development programs.
• Ask our team about other benefits including wellness, fertility, adoption, and flexible spending benefits.

Salary Information

$29.75 - $43.00 per hour. We base our starting pay offer on job-related factors such as candidate experience, training, knowledge, and skills.