Engineering Technical Support Entry Level
Phoenix ContactMiddletown, Pennsylvania
Full Time
Posted January 12, 2026
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Job Description
The Product Support Specialist provides technical support, troubleshooting, and product advice to customers, sales teams, and partners, while continuously developing their knowledge of industrial automation products and systems to ensure high-quality service and solutions.
Key Responsibilities
- Provide level 1 technical support via calls, emails, and chats to customers, sales personnel, and channel partners.
- Document customer inquiries and support case details in CRM system.
- Collaborate with internal stakeholders to deliver a unified service experience.
- Develop and maintain knowledge of Phoenix Contact products, systems, policies, and industry standards.
- Advise customers on applying products to optimize solutions and analyze competitive products.
- Qualify system design inputs through customer interactions and review of specifications.
- Develop proof of concept applications and validate solutions through testing.
- Research emerging products and technologies to stay current with industry trends.
- Maintain a basic understanding of industrial networking, communication technologies, and control systems.
- Communicate technical concepts effectively to non-technical audiences.
Requirements
- Provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners through inbound calls, e-mails, and chats, including documenting customer inquiries in CRM system with detailed summaries of required actions.
- Meet job-specific service and training goals while following work processes as defined by management.
- Collaborate and communicate with other Phoenix Contact stakeholders to provide a unified service experience.
- Utilize training resources to continually improve job skills and knowledge, and develop a working knowledge of applicable policies and procedures and their intent.
- Advise customers on how to apply Phoenix Contact products to provide an optimum solution for their application, including analyzing competitive products and specifying Phoenix Contact products with equivalent electrical and mechanical characteristics.
- Qualify and gather input for system design through functional specification review or by direct customer interaction with minimal guidance.
- Develop proof of concept applications and implement test plans to validate proposed solutions.
- Research and understand existing competitive and emerging products and technologies, and keep up to date with changing technologies and industry trends.
- Develop and maintain a basic understanding of industrial networking and communication technologies.
- Be on call for emergency services when required.
- Continuously develop knowledge on Phoenix Contact products and their applications in industry.
- Work to continually improve the quality of service offered to customers and partners.
- Understand and maintain a working knowledge of industry standards relevant to industrial systems.
- Demonstrate Level 1 competency across all product areas through customer responses and testing, and demonstrate Level 2 competency in three or more areas of specialization.
- Possess competency in providing quality levels of service as demonstrated through practice as an Associate Support Specialist or equivalent experience.
- Have working knowledge of control cabinet design process and principles.
- Possess knowledge of electrical engineering design fundamentals related to current, voltage, resistance, impedance, power dissipation, 4-20 mA current loops, and single three-phase power (120/240/480VAC).
- Be able to learn or have knowledge of system components, standards, and best practices including panel installation, layout, marking, process system signal transmission and isolation, relay technology, and discrete signal transmission.
- Have knowledge of power generation, transmission, distribution, and protection for AC and DC circuits, as well as functional safety systems, specifications, and standards.
- Understand industrial controllers, distributed I/O systems, and communication protocols, including network security, infrastructure, and design as applied in industrial control systems.
- Possess visualization technology knowledge and best practices, and the ability to interpret electrical and mechanical schematics.
- Be able to communicate technical concepts and principles to non-technical people orally and in writing.
- Be willing to work flexible shifts based on departmental needs, which could include late nights until 7PM Eastern time.
- Be able to set priorities and perform multiple tasks simultaneously.
- Travel requirements include 1-3 overseas trips, and the ability to travel in vehicles, automobiles, trains, and planes for up to 10 hours.
- Must be able to lift 50 pounds, sit and/or stand for extended periods of 2-4 hours at a time, and work on a computer for extended periods up to 4 hours at a time.
- Must comply with company dress code guidelines and demonstrate punctuality and attendance in accordance with company policies.
- Must be able to communicate effectively in verbal and written English, and report expenses in a timely manner.
Benefits & Perks
Medical, dental, and vision coverage
401k matching
Generous time off package
16 weeks fully paid maternity leave
10 weeks fully paid paternity leave
Life insurance
Short-term and long-term disability insurance
Assistance programs
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