Product Support Specialist
Phoenix ContactMiddletown, Pennsylvania
Full Time
Posted November 22, 2025
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Application opens on company website
Job Description
The Product Support Specialist provides technical support, troubleshooting, and product advice to customers and partners, ensuring effective application of Phoenix Contact products and maintaining high service quality in industrial automation environments.
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.
- Build a working knowledge of industrial networking, communication technologies, and control systems.
- Communicate technical concepts effectively to non-technical audiences.
Requirements
- Bachelor's degree in engineering or technical focus preferred, or an AS in Engineering or related field with a minimum of 2 years of industrial automation experience.
- Demonstrate Level 1 competency across all product areas through customer responses and testing.
- Demonstrate Level 2 competency in three or more areas of specialization.
- Competency in providing quality levels of service as demonstrated through practice as an Associate Support Specialist or equivalent experience.
- Working knowledge of control cabinet design process and principles.
- 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).
- Ability to learn or possess knowledge of system components, standards, and best practices including panel installation, layout, and marking.
- Knowledge of process system signal transmission and isolation, relay technology, and discrete signal transmission.
- Knowledge of power generation, transmission, distribution, and protection for AC and DC circuits.
- Understanding of functional safety systems, specifications, and standards.
- Knowledge of industrial controllers, distributed I/O systems, and communication protocols.
- Knowledge of network security, infrastructure, and design as applied in industrial control systems.
- Ability to interpret electrical and mechanical schematics.
- Ability to communicate technical concepts and principles to non-technical people orally and in writing.
- Must be willing to work flexible shifts based on departmental needs, which could include late nights until 7PM Eastern time.
- Ability to set priorities and perform multiple tasks simultaneously.
- Must be able to lift 50 pounds.
- Must be able to sit and/or stand for extended periods of time (up to 2-4 hours at a time).
- Must be able to work on a computer for extended periods of time (up to 4 hours at a time).
- Must be able to travel in vehicles, automobiles, trains, and planes for up to 10 hours.
- Must be punctual and maintain attendance in accordance with company policies.
- Must be able to communicate effectively in verbal and written English.
- Timely reporting of expenses as required.
Benefits & Perks
Medical coverage
Dental coverage
Vision coverage
401k matching
Generous time off package
16 weeks fully paid maternity leave
10 weeks fully paid paternity leave
Life insurance
Short-term disability
Long-term disability
Additional benefits such as assistance programs
Ready to Apply?
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