Senior Product Support Specialist

About the role

The Senior Product Support Specialist plays a critical role in ensuring both internal and external customers receive prompt, effective, and professional technical assistance for Excellerate products. This position requires a strong background in troubleshooting electrical distribution systems and interpreting technical documentation.

Responsibilities

• Receive, evaluate, and process technical support requests from customers and service personnel.
• Support the development and reporting of key metrics, including resolution times, technical support workload demands, support gaps, etc.
• Perform detailed analysis and troubleshooting of warranty claims as necessary.
• Perform technical reviews of various technical documents, processes, and procedures.
• Conduct failure analysis of defective parts and components.
• Provide the viewpoint and technical expertise of personnel servicing Excellerate products.
• Provide input and analysis of recurring product issues and collaborate with engineering and reliability teams to reduce failure rates or improve serviceability.
• Perform other related duties as required and assigned.

Requirements

• Education & Experience: Bachelor’s degree in a related technical field with 5 years of relevant industrial/utility electrical equipment experience, or equivalent technical training with 8 years of experience.
• Experience must include troubleshooting electrical distribution systems and implementing communication protocols (e.g., Modbus, Ethernet, CAN, BMS, APIs).
• Ability to interpret highly technical documentation (Manuals, Electrical/Mechanical schematics, service reports, Bill of Materials, etc).
• Strong understanding of all safety hazards and required mitigation methods field personnel experience and implement when troubleshooting a variety of electrical distribution equipment and systems.
• Familiar with ERP or CRM platforms (e.g., Salesforce, Service Cloud, Acumatica).
• Strong written and verbal communication skills.
• Detail-oriented with excellent organizational and documentation skills.

Benefits

FTI offers a comprehensive benefits package including industry-leading coverage, career development opportunities, and a supportive work environment. FTI is committed to providing a fair and inclusive workplace where everyone can thrive.

Pay

Competitive, merit-based compensation is offered based on qualifications and experience.

Schedule

This position works a hybrid schedule between the hours of 7 AM and 5 PM, Monday- Friday. However, work may be performed at any time on any day of the week to meet business needs.