Technical Support Team Lead

Pilz Automation Safety•Canton Charter Township, MI

About The Position

The Technical Support Team Lead reports to the Director of Sales Operations to lead Application Engineers and Technical Support Engineers. The Team Lead acts as the primary escalation point for complex issues while mentoring team members. Provides support and guidance to fellow Engineers on technical and soft skills to ensure continued team development and excellent customer experiences. The Technical Support Team Lead reports to the Director of Sales Operations and reports to the Pilz US headquarters in Canton, Michigan.

Requirements

Bachelor’s degree or higher in Engineering with three (3) years’ relevant work experience or an equivalent combination of education and experience
Experience technical trouble shooting, maintenance, and/or support
Advanced electrical knowledge; capable of reading and interpreting technical drawings and documentation (i.e. machine electrical prints)
Excellent communication skills
Strong analytical, problem solving, and trouble shooting skills are necessary
Knowledge of Microsoft Office
Self-motivated, well-organized and team oriented

Nice To Haves

Bachelor’s degree in preferably Electrical/Electronics Engineering
Knowledge of safety devices is a plus
Working knowledge of PLC controllers and PLC programming
Proficient with electrical drawings in AutoCAD

Responsibilities

Provide technical guidance to ensure the team has the knowledge and tools for effective troubleshooting and overall customer support
Develop Technical Support Engineers by providing product/technical training and coaching on soft skills such as customer support
Serve as the escalation point for customer issues; ensure timely resolution
Manage team schedules including coordinating PTO, after hours rotation, and ensuring phone coverage
Contribute to developing new procedures and implementing best practices; analyze customer feedback on existing processes and overall experience
Communicate organizational goals to the team and technical issues to management and product managers
Work alongside the Director of Sales Operations on Human Resources topics such as performance management, recommended disciplinary action, merit increases, etc.
Ensure customer data is recorded in appropriate systems
Other duties as assigned
Travel may be required.