Technical Support Representative - Power Systems

Schweitzer Engineering Laboratories (SEL) is seeking an enthusiastic and detail-oriented Technical Support Representative - Power Systems to join our team in Charlotte, NC. In this role, you’ll be the first point of contact for customers, helping diagnose and resolve software and hardware issues, while building your expertise in SEL’s industry-leading power system protection products. This is a fantastic opportunity to grow your technical knowledge, collaborate with experienced engineers, and make a real impact in the power systems industry.

At SEL, our mission is to make electric power safer, more reliable, and more economical. Our company prides itself on embracing the values of quality, reliability, integrity, and excellent customer service. We were named as one of Fortune Magazine's 100 Best Workplaces for Millennials and among the top Best Workplaces for Baby Boomers. Working at SEL means having the opportunity to explore different career options – from customer service, sales, technical support, to management. We encourage professional development because when you are your best, that is when we are our best. So, what do you say? Ready to take the next step?

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

• Diagnosing and resolving technical issues related to SEL protection relays and associated OT system software and hardware components
• Guiding customers through steps to resolve issues of basic complexity and understanding when to escalate issues to Application Engineers. 
• Providing excellent customer service using a wide variety of communication skills, especially phone and email communications. 
• Logging calls, problems addressed, and resolutions achieved in customer relationship management tool. 
• Developing a basic level understanding of SEL products, instruction manuals, and SEL software. 
• Participating in direct customer training through customer visits, trainings, and annual interactive seminars. 

This job might be for you if you have:

• An associate technical degree or equivalent experience. 
• Basic knowledge of SEL products, SEL’s website, and How-To instructions.
• Excellent customer service commitment.
• A strong ability to listen to customers to understand the problem, solve issues, or route as necessary. 
• Strong writing, documentation, and speaking skills. 
• The ability to learn new skills and are a self-starter.
• Curiosity for technical topics and enjoy problem-solving.
• The ability to travel occasionally for training purpose.

Why this role is exciting:  

• You’ll get to learn about SEL products and services from field experts 
• You’ll get to expand your knowledge regarding (but not limited to) electrical engineering, power systems protection and automation. 
• 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. 

Location:

This position is located in Charlotte, NC, a vibrant and bustling metropolis located in the heart of North Carolina. As one of the fastest-growing cities in the United States, it seamlessly blends its rich history with a modern and dynamic atmosphere. With an eclectic culinary scene, charming neighborhoods, and a warm southern hospitality, Charlotte exudes a unique charm that captivates residents and visitors alike.

Competitive pay. Superior benefits. Inspiring work.

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 we