Technical Support Engineer, Electrical

Socomec North America is hiring an on-site Technical Support Engineer, Electrical in Watertown, MA. In this role on the US Technical Support and Applications Engineering Team, you will help customers and internal teams get the most from Socomec products through technical assistance, training, troubleshooting, and continuous improvements to tools and processes. This position sits under the NA Technical Organization Manager and supports both field needs and customer-facing technical requests.

What you’ll do

• Build deep product expertise to provide accurate, realistic recommendations to customers and external agents, including understanding design, primary use, benefits, and key limitations.
• Respond to technical inquiries from clients and internal employees, primarily through an Email-to-Case ticketing system.
• Investigate and troubleshoot customer-reported issues using technical manuals, user discussions, and/or product diagnostics.
• Train and onboard Sales, Service, and External Representatives on the Socomec product portfolio and relevant applications, and keep training content current by identifying outdated materials and proposing updates.
• Develop and maintain technical presentations and host trainings focused on Socomec products and targeted customer applications.
• Assist in building testing and demonstration rigs, including recommending supplies and equipment to support safe use within office-space constraints and leadership discretion.
• Perform site-audits and demonstrations, including walking through equipment setup and usage, and recommending solutions for potential installation, integration, network implementation, and device limitation challenges.
• Coordinate with internal and external experts across North America and overseas, using systems to document past answers for future reference.
• Clarify governing standards that apply to Socomec products and the larger systems where they are installed.
• Serve as a primary user for data platforms and integration/testing software.
• Support partner coordination with development teams for complementary products, including ongoing testing, updates, template building, instruction guides, and preparation/management of official reports for remote support and customer calls.
• Confer with customers to assess equipment needs and system requirements, and develop proposals and industry-specific solutions with business developers.
• Create tools to track and organize projects by product type, customer, or application.
• Coordinate with Product Marketing, MARCOM, Business Development, and Regional Sales teams to support marketing strategies, including updating technical aspects of promotional materials and ensuring product catalog corrections are implemented for new editions.
• Proofread and vet prospective documentation and manuals for clear and accurate instructions.
• Participate in seminars/webinars with Q&A, and in promotional activities such as conventions and trade shows.
• Prepare situational case studies based on field experiences.

Required qualifications

• Bachelor’s degree in electrical engineering or another related engineering curriculum.
• Alternative: Electrician’s certificate with +5 years of relevant experience.
• Understanding of electrical design and basic electrical systems, with the ability to apply knowledge and interpret related specifications.
• Technical and creative problem-solving skills with systematic troubleshooting and determination of next steps.
• Strong time management and multitasking skills, with the ability to pivot priorities for reactive or time-sensitive requests.
• Excellent written and verbal communication, interpersonal skills, and collaboration/networking abilities.
• Initiative to pursue real solutions and improve internal processes.
• Team-oriented mindset and ability to support shared problems across small teams with varied experience.
• 2 to 5 years of related technical experience.
• Familiarity with electrical standards and codes, including examples such as NEC, UL, ANSI, and IEC.
• Preferred: experience using CRM software such as Salesforce to update and track customer requests.
• Excellent presentation skills, including building presentation materials and speaking to groups of 10 to 25.
• Fluency in French or Spanish given special consideration.
• Experience with consumer-based power tools, with the ability to operate them safely.
• Drivers license required.

Tools you’ll use

• Email-to-Case ticketing system
• Salesforce

Compensation and benefits

$90,000 per year.

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Travel and work location

• In person (onsite in Watertown, MA).
• Possible travel up to 30% of yearly working hours, up to 3 trips per month (max).
• Predominantly within North America, with potential overseas travel to France.