Senior Technical Support Engineer - Commercial & Architectural

Senior Technical Support Engineer - Commercial & Architectural: Middleton, Wisconsin

ETC is excited to announce a new position for a Senior Technical Support Engineer to work with our ever-growing commercial and architectural lighting product lines! This role involves providing support and technical expertise to external customers, consultants, reps, and internal project, development, engineering, and marketing teams. As a subject-matter-expert this person will lead efforts for customer solutions, research and respond to technical inquiries, create documentation, and provide internal and external training.

This position will be based from our Middleton, WI headquarters, with anticipated annual travel of up to 15% within North America. Candidates must be highly service-focused with site-commissioning experience and a deep knowledge of North American energy lighting codes (IECCC, Title 24). A complete job description is below.


Representative Responsibilities:

  • Lead development of customer application solutions using ETC and other manufacturer’s equipment to solve customer problems

  • Respond to technical emergencies, which require in-depth research, mockup, or troubleshooting.

  • Provide onsite research and support for site-specific problems, which cannot be solved or reproduced at ETC

  • Represent customer needs in R&D and Marketing to ensure system’s requirements are fulfilled on future products

  • Coordinate with R&D and Manufacturing Engineering to resolve maintenance issues with current and obsolete products

  • Be a consultant for product development teams advising on the Professional Services Plans and product development for market-segment services

  • Be a technical resource to phone support, field service and other departments, providing customer phone support as needed

  • Help establish what documentation and training is needed for commercial products and then assist in the maintenance and creation of those resources

  • Trains internal personnel, external technicians and customers on the proper use of ETC products

  • Develop and provide remote product and integration training for dealers, reps, architects, engineers and consultants

  • Provide consultation to ETC regarding commercial market services, scheduling, and pricing

  • Be an integral member of ETC’s energy code team, helping make sure that ETC is meeting energy code requirements on projects and train internal personnel on codes

  • Provide advanced planning and integration for large systems working closely with Sales and Quotes.

  • Candidate must show the ability to constantly improve, innovate, and regularly offer suggestions to make ETC’s approach to commercial projects better

  • Act as a primary SME for commercial lighting products within Professional Services

  • Act as a primary Technical Trainer for Commercial Lighting products

  • Provides feedback on product service issue and concerns to supervisor/manager, R&D, Manufacturing Test, Quality Group, and Product Managers

  • Other duties as assigned

  • Special projects and requests are responded to in a timely and positive fashion

Minimum Qualifications:

  • Bachelor’s Degree or 8 years of comparable business experience in increasingly responsible positions in the related discipline

  • 7+ years of job-related experience in a customer service or technical support role, such as:

    • Commissioning Agent

    • Help Desk

    • Facility Maintenance

    • Service Industry

    • Facility Manager

  • Demonstrated ability to perform the duties of a Technical Support Engineer II

  • Demonstrated ability to work independently and perform multiple tasks without general supervision.

  • Excellent written & oral communication skills

  • Awareness and understanding of related technology development both inside and outside of ETC

  • Excellent creativity and innovation skills

  • Ability to make independent decisions

  • Ability to perform multiple tasks and set priorities

  • Ability to think quickly, creatively, objectively and decisively

  • Ability to independently work well under pressure and defuse tense situations.

  • Excellent presentation, writing, and interpersonal skills

  • Extensive construction site experience in the start-up, programming and modification of commercial lighting systems

  • Ability to communicate effectively with customers, lighting designers, engineers, consultants, sales representatives, dealers, electrical contractors, and distributors

  • Demonstrated competence working with commissioning agents to establish successful acceptance of lighting systems

  • Strong troubleshooting and deductive reasoning skills resulting in an ability to solve complex and non-obvious problems

  • Able to lead working groups in the solution of complex customer issues.

  • Proficiency with applicable applications including Windows OS, MS Office, HTML, scripting languages, lighting control software, and graphics programs

  • Intimate experience with the application of lighting codes such as IECC and Title 24

  • Strong working knowledge of Ethernet infrastructure

  • Ability to drive an automobile and have an acceptable driving record

  • Able to travel and work weekend and evenings as required



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