Technical Service 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 level 1 technical support to customers, sales personnel, and channel partners by troubleshooting, advising on product applications, and maintaining knowledge of industrial automation systems and standards.
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 unified service and communicate customer needs.
- 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 technologies and industry trends to stay current.
- Maintain understanding of industrial networking, communication technologies, and control systems.
- Actively improve technical skills and product knowledge through training resources.
Requirements
- Possess a Bachelor’s degree in engineering or a 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.
- Have 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.
- Understand functional safety systems, specifications, and standards.
- Have knowledge of industrial controllers, distributed I/O systems, and communication protocols.
- Possess knowledge of network security, infrastructure, and design as applied in industrial control systems.
- Be able 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 up to 7PM Eastern time.
- Be able to set priorities and perform multiple tasks simultaneously.
- Be able to lift 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.
- Must comply with company dress code guidelines.
- Must have effective verbal and written communication skills in English.
- Must be punctual and maintain attendance in accordance with company policies.
- Must report expenses in a timely manner.
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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