Chicago-based hybrid role at S & C Electric Company helping customers install and troubleshoot S&C products from a remote setting. You will support Field Service teams, handle technical inquiries, and keep documentation organized in Salesforce while collaborating with the Technical Support Engineering Team when issues need deeper escalation. This position also includes a comprehensive benefits package, retirement savings options, and flexible scheduling with a standard weekday window.

What you’ll do

Provide remote technical support for Field Service Engineers and Technicians.
Help troubleshoot S&C equipment over the phone and via email, documenting outcomes in Salesforce.
Open and manage cases and assist with maintaining a Case Close Out Rate of 70%+.
Use KPI reporting and participate in RTB and other reporting supported by the Technical Assistance Center.
Fulfill requests for S&C documentation, software files, and new S&C portal accounts.
Process RMAs as needed.
Share product knowledge by providing product-specific training within the team and contributing technical expertise in meetings.
Follow applicable company policies and rules, maintain regular punctual attendance, and attend required in-person or virtual meetings.
Communicate effectively and respectfully with others and complete other assigned responsibilities.

What you’ll need

3+ years of experience providing remote technical support.
Experience with electrical power systems, switchgear, distribution equipment, or utility products.
Strong written and verbal communication skills to clearly present ideas across different forums.
Ability to perform trouble shooting and product support after hours and weekends.
Good problem-solving skills.
Interpersonal and presentation skills to work with team members at all levels across the organization.
Commitment to diversity and equity to support a respectful and inclusive workplace.
Associate’s degree in technology or equivalent experience.

Helpful experience (preferred)

Expertise using Salesforce to create new cases and generate reports.
Proficiency using Oracle to reference sales information and part availability and stocking levels.

Schedule and work setup

Hours: 8:00 am–5:00 pm, Monday–Friday
Work model: Hybrid, with remote work plus occasional on-site requirements
Start time: Flexible start time

Salary

USD 58,960 - 73,700 per year

Benefits

Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (adoption and fertility support)
Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
401(k) Retirement Savings
Employee Stock Ownership Plan (KSOP): Traditional and Roth 401(k) options plus an ESOP component

Tools and systems

Salesforce
Oracle

Physical demands and environment

Sitting: Frequently; desk-based for about 2 hours at a time approximately 5 days per work week
Walking: Occasionally; walk moderate distances up to 1 km
Manual dexterity: Continuously; use hand-eye coordination to operate office productivity equipment
Ascending/descending: Infrequently; may involve ladders, stairs, scaffolding, ramps, poles
Communication: Continuously; talk and hear in person and by phone/conference calls
Travel: Infrequently (up to 10%); extended hours when necessary; may include overnight and international travel

Disclaimers: This description is not exhaustive and may change. The company may revise the job description at any time. The team member must be able to perform essential functions satisfactorily.

Technical Support Specialist

Job Description