Technical Support Engineer

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Description

The Technical Support Engineer serves as the primary technical escalation point within Forgent Power's Service organization, responsible for advanced diagnostics, root cause analysis, and resolution of complex equipment issues. This role partners closely with Technical Support & Warranty Specialists to receive fully defined cases, perform in depth technical evaluation, guide remote and on-site troubleshooting activities, and drive permanent corrective actions. Success requires strong engineering judgment, deep product knowledge, and the ability to translate complex technical issues into clear, actionable solutions.

Key Responsibilities

Advanced Diagnostics & Root Cause Analysis

• Lead complex technical investigations across electrical systems, identifying root causes and validating corrective actions beyond initial symptom resolution.

Escalation Resolution Leadership

• Serve as the primary escalation point for issues that cannot be resolved at Tier 1; take ownership of technically complex or repeat failures until closure.

Engineering & Manufacturing Feedback Loop

• Translate field failures into actionable insights for product engineering and manufacturing quality teams to drive permanent corrective actions.

Standard Development & Technical Guidance

• Develop troubleshooting procedures, diagnostic playbooks, and technical standards to improve first-time fix rates across the service organization.

Knowledge Base Contribution: Meticulously document technical root causes and resolution steps in Salesforce to continuously build out the internal service engineering knowledge base.

Qualifications

Education

• Bachelor's degree in Electrical or Mechanical Engineering (or related field) preferred; equivalent experience in engineering technology or field service considered.

Experience

• 3-5+ years in technical support, field service, commissioning, or product support within industrial electrical systems (e.g., switchgear, transformers, power systems).
• Proven ability to diagnose and resolve complex system-level equipment issues.

Technical Expertise

• Strong ability to read and interpret electrical schematics, single-line diagrams, and BOMs.
• Solid understanding of power distribution systems and troubleshooting methodologies.

Systems & Tools

• Experience with CRM/case management platforms (Salesforce preferred) and ERP systems.

Core Capabilities

• Strong analytical problem-solving skills and ability to troubleshoot under pressure.
• Clear communication of technical issues and guidance to field teams and customers.
• Ability to manage multiple cases and priorities effectively.

Core Competencies & Behaviors

Technical Leadership

• Provides advanced diagnostic support and guidance on complex equipment issues.

Analytical Problem Solving

• Applies structured troubleshooting and root cause analysis to identify and resolve failures.

Ownership & Accountability

• Takes responsibility for escalated cases, driving issues through to resolution.

Safety & Quality Focus

• Ensures all recommendations align with electrical safety and operational standards.

Collaboration

• Partners cross-functionally with Technical Support & Warranty Specialists, Field Service, and Engineering teams.

Continuous Improvement

• Identifies recurring issues and contributes to product and process improvements. Customer Impact
• Communicates clearly and confidently to support timely restoration of customer operations

Working Conditions

• Standard professional office environment or structured hybrid remote arrangement.
• May require occasional travel (up to 10%) to production plants or customer environments to support unique field investigations

Disclaimer

The statements above are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, or skills required. Forgent Power reserves the right to modify, interpret, or apply this job description as needed.

Equal Employment Opportunity Statement

Forgent Power is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class

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