Product Support Specialist
Phoenix ContactMiddletown, Pennsylvania
Full Time
Posted January 12, 2026
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Application opens on company website
Job Description
The Product Support Specialist provides level 1 technical support to customers, sales personnel, and channel partners by troubleshooting, advising on product applications, and collaborating with internal teams to ensure a high-quality service experience in industrial automation and control systems.
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.
- Actively communicate customer needs and provide appropriate technical solutions.
Requirements
- Provide level 1 technical support to Phoenix Contact customers, sales personnel, and channel partners through inbound calls, e-mails, and chats, and document 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.
- Build a working knowledge of applicable policies and procedures and their intent.
- Learn key stakeholders in other departments.
- Advise customers on how to apply Phoenix Contact products to provide an optimum solution for their application.
- Analyze competitive products and specify 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.
- 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 at 120/240/480VAC.
- Ability to learn or demonstrate knowledge of system components, standards, and best practices including panel installation, layout, and marking.
- Understand process system signal transmission and isolation, relay technology, and discrete signal transmission.
- Understand power generation, transmission, distribution, and protection for AC and DC circuits.
- Understand functional safety systems, specifications, and standards.
- Possess knowledge of industrial controllers, distributed I/O systems, and communication protocols.
- Understand network security, infrastructure, and design as applied in industrial control systems.
- Be able to interpret electrical and mechanical schematics.
- Possess effective communication skills to explain technical concepts to non-technical people orally and in writing.
- Be willing to work flexible shifts based on departmental needs, including late nights up to 7PM Eastern time.
- Be able to lift up to 50 pounds.
- Be able to sit and/or stand for extended periods of time, up to 2-4 hours at a time.
- Be able to work on a computer for extended periods of time, up to 4 hours at a time.
- Be able to travel in vehicles, automobiles, trains, and planes for up to 10 hours.
- Possess a Bachelor’s degree in engineering or a technical focus (preferred), or an Associate’s degree 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, and Level 2 competency in three or more areas of specialization.
- Possess working knowledge of control cabinet design process and principles, electrical engineering design fundamentals, and system components, standards, and best practices.
- Must be able to communicate effectively in verbal and written English.
- Must comply with company dress code guidelines.
- Must be punctual and maintain attendance in accordance with company policies.
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
Additional benefits such as assistance programs
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