Aftermarket Technical Support Engineer - Dynamometers & Industrial Controls

Omni-Channel Customer Support

· Respond promptly to all customer inquiries across phone, email, WhatsApp, and live chat.

· Prioritize speed-to-response and first-call resolution (FCR) on every interaction.

· Deliver a seamless, frictionless customer experience (CX) at every touchpoint.

· Independently resolve Level 1 and Level 2 inquiries without escalation; own the ticket end-to-end from first contact through confirmed customer resolution.

· Follow up on open tickets proactively to ensure resolution and customer satisfaction.

Technical Troubleshooting & Diagnostics

· Diagnose and resolve issues related to Power Test OEM equipment including dynos, control systems, VFDs, PLCs, and test cells.

· Troubleshoot pump systems - hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.

· Identify and resolve sensor-related faults - temperature, pressure, flow, speed, and torque sensors including calibration drift, signal loss, and wiring faults.

· Apply basic electrical troubleshooting skills - continuity checks, voltage/current measurement, relay and contactor diagnosis, fuse and breaker faults, and motor circuit verification.

· Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through step-by-step solutions.

· Conduct remote diagnostic sessions via AnyDesk or equivalent remote shadowing tools.

· Support parts identification requests with accuracy - correct part, correct application, first time.

· For Level 3 issues beyond current knowledge, engage Engineering and SME teams directly to drive resolution - maintain full case ownership throughout and document all findings for future reference.

Ticket Management & Documentation

· Create detailed, accurate tickets for every inquiry - channel, symptom, diagnosis, resolution, and follow-up.

· Maintain clean ticket hygiene: categorize, tag, and close tickets per defined SLA windows.

· Capture root cause and resolution detail to feed the knowledge base with every case.

· Use CRM/ticketing platforms (Salesforce, Dynamics 365, Zendesk, Freshworks, ServiceNow, ServiceMax, or equivalent) to manage workflow.

· Track all open cases by tier (L1/L2/L3); report on volume, FCR rate, resolution times, and Level 3 conversion rate as the engineer grows capability.

Knowledge Base Development

· Contribute troubleshooting guides, FAQs, tech tips, and how-to content after each resolved case.

· Identify recurring issues and proactively create self-help articles to deflect repeat inquiries.

· Collaborate with the Technical Support Lead and Documentation team to review, organize, and publish content.

· Support customer and internal training delivery where applicable.

· After every resolved Level 3 case, capture the full diagnostic path, root cause, and fix in structured format and submit to the knowledge base to ensure the AI agent can surface the solution for future occurrences.

· Proactively identify gaps in the knowledge base - if a question arrives that the AI agent cannot answer, own the research, resolve it, and fill the gap before closing the ticket.

· Continuously grow personal technical depth through self-learning, manufacturer documentation, SME shadowing, and field case review so that tomorrow’s Level 3 becomes today’s Level 2.

Field Technician Support

· Act as the primary technical resource for Power Test Field Technicians requiring remote assistance during active customer engagements - prioritize field calls above standard inbound queue to minimize on-site delays.

· Own the case end-to-end from first contact through to confirmed resolution - no handoffs without continuity; the engineer who opens the ticket closes it.

· Where field support is required to complete resolution, coordinate and facilitate the Field Tech dispatch or on-site engagement, maintaining full case ownership and keeping the customer informed throughout.

· Track all field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases.

Other Duties

· Perform other duties as assigned by the business to support operational and strategic goals.

Knowledge, Skills, and Abilities (KSAs)

· Variable Frequency Drives (VFDs) - configuration, faults, and diagnostics.

· Schematics, wiring diagrams & P&IDs - read and interpret electrical, mechanical, and fluid system drawings.

· PLC fundamentals - basic ladder logic, fault identification, and common controls platforms.

· Dynamometer and test cell systems - operational knowledge, sensor types, and calibration basics.

· Pump systems - hydraulic and cooling circuits; pressure, flow, and mechanical fault diagnosis.

· Sensors - temperature, pressure, flow, speed, and torque transducers; calibration, signal integrity, and wiring faults.

· Basic electrical - multimeter use, continuity and insulation checks, relay/contactor diagnosis, motor circuits, fuse and breaker faults.

· Remote support tools - AnyDesk, TeamViewer, or equivalent screen-sharing/shadowing software.

Support & Systems

· Ticketing/CRM platforms: Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk, Freshdesk/Freshworks, ServiceNow, ServiceMax, or equivalent.

· Omni-channel support operations: phone, email, WhatsApp, live chat.

· SLA awareness - understands urgency tiers and response/resolution time targets.

· Knowledge base tools: Confluence, SharePoint, Guru, or similar.

Soft Skills

· Fast learner - ability to quickly understand unfamiliar equipment and accurately relay solutions.

· Clear communicator - technical depth without unnecessary jargon for diverse audiences.

· Detail-oriented - thorough ticket documentation; nothing left vague or incomplete.

· Customer-obsessed - genuine ownership of the customer’s outcome, not just closing the ticket.

· Calm under pressure - handles frustrated customers with professionalism and empathy.

Education and Experience Requirements

Required:

· Associate’s or Bachelor’s degree in Engineering Technology, Electrical Engineering, Mechanical Engineering, or a closely related technical field - OR equivalent hands-on experience.

· Minimum 2 years of experience in technical support, field service, or applications engineering.

· Demonstrated experience with VFDs, schematics, PLC systems, pumps, sensors, basic electrical, or industrial control and test equipment.

· Proficiency with at least one ticketing or CRM platform.

· Comfort operating across multiple support channels simultaneously.

Preferred:

· Experience supporting OEM equipment in industrial, power, or heavy-equipment environments.

· Hands-on experience with dynamometer testing, engine test cells, or powertrain test systems.

· Familiarity with remote diagnostic tools such as AnyDesk, TeamViewer, or similar.

· Exposure to knowledge base creation or technical documentation.

· Experience in a metrics-driven support environment (FCR, CSAT, AHT, SLA compliance).

· Knowledge of engine, transmission, or powertrain systems is a strong plus - understanding of how Power Test equipment interfaces with these systems accelerates diagnostic accuracy.

Core Values & Competencies

The following core values, and the competencies that best drive them, define how employees are expected to show up every day at Power Test.

· Business Ethics - Keeps commitments; treats people with respect; works with integrity; upholds organizational values; inspires trust of others.

· Safety & Security - Observes safety procedures; reports unsafe conditions; uses equipment properly; acts beyond guidelines when needed.

· Ownership and Shared Rewards - Sets and achieves challenging goals; takes calculated risks to accomplish goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; commits to doing the best job possible; recognizes and acts on opportunities; takes responsibility for own actions; follows instructions and responds to management direction.

· Teamwork and Service to Others - Puts success of team above own interests; exhibits objectivity and openness to others’ views; gives and welcomes feedback; encourages open communications; contributes to building a positive team spirit; negotiates to resolve conflicts; keeps emotions under control; confronts difficult situations.

· Customer Commitment - Looks for ways to improve quality; monitors own work to ensure quality; demonstrates accuracy and thoroughness; monitors customer satisfaction and promotes customer focus; responds promptly to customer needs.

Physical Demands & Work Environment

· On-site position based at the Power Test facility; this is not a remote or hybrid role.

· Primarily office-based - day-to-day work is conducted at a desk supporting customers and Field Technicians via phone, email, WhatsApp, and live chat.

· Occasional access to the lab or shop floor may be required for equipment familiarization or in-person diagnostics; PPE required in those environments.

· Ability to work across time zones as the customer base demands.

· Ability to lift up to 30 lbs. in lab/equipment environments if required.

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance