As a Product Support Engineer, you will provide solutions to a wide range of technical challenges with hardware and software products in NovaTech’s Bitronics Power Meter and Orion Substation Automation platforms to a technical customer base in the United States, Peru and other countries. C1 Level English skills including reading, writing and speaking is mandatory as is in-office work 5 days per week.
This position will also involve some work in testing software/hardware updates, generating short technical notes, and becoming a subject matter expert where appropriate.

What you will do:

• Respond to calls and email inquiries multiple times a day.
• Act as a customer advocate in resolving issues, leading customers through an occasionally lengthy process to resolution.
• Set up hardware and software to replicate customer’s issues.
• Interact with programmers and engineers to obtain appropriate information for customers to resolve issues.
• Enter information into the support database.
• Using Windows-based tools to perform application-level tests on Bitronics and Orion software or hardware updates and additions as needed.
• Represent NovaTech Automation values – Service, Innovation, Integrity & Teamwork.

What you will need:

• Bachelor’s degree in electrical engineering plus 5 years related experience or equivalent combination of education and experience.
• Strong communication skills in English & Spanish with a focus on providing best-in-class customer service.
• Experience in the electric utility industry is helpful, especially as relates to three-phase power.
• Experience in SCADA and communication protocols (IEC61850, DNP3, Modbus) is a plus.
• Knowledge of electric power and power meters is a plus.
• Computer literacy and proficiency with Microsoft Office tools.

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• Respond to calls and email inquiries multiple times a day.
• Act as a customer advocate in resolving issues, leading customers through an occasionally lengthy process to resolution.
• Set up hardware and software to replicate customer’s issues.
• Interact with programmers and engineers to obtain appropriate information for customers to resolve issues.
• Enter information into the support database.
• Using Windows-based tools to perform application-level tests on Bitronics and Orion software or hardware updates and additions as needed.
• Represent NovaTech Automation values – Service, Innovation, Integrity & Teamwork