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Form of workJob Description
As a Engineer - Technical Services (Remote), you will be responsible for escalated application support for products. You will handle support cases, including troubleshooting of complex audio, video, control, and ethernet networking problems. You will develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. You will communicate with engineering, applications engineering, marketing, product development, Technical Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
Responsibilities:
The expected salary range for this role is $77,100 - $104,000. This is the salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's compensation level within the range will be based on several factors, including but not limited to geographic location, experience, relevant education, qualifications, skills, organizational needs, and performance. This position may be eligible to participate in the company's incentive plan. Wesco provides a variety of benefits to employees, including health insurance coverage, disability insurance, 401k Plan, and Paid Time Off.
Wesco International, Inc., including its subsidiaries and affiliates ("Wesco") provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
#LI-TM1
About the Team
At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Wesco offers a best-in-class product and services portfolio of Electrical and Electronic Solutions, Communications and Security Solutions and Utility and Broadband Solutions. Harnessing 100 years of ingenuity and expertise, we increase profitability, improve productivity and mitigate risk for thousands of customers worldwide. With millions of products, end-to-end supply chain services and leading digital capabilities, Wesco provides innovative solutions to meet customer needs across commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers and utilities. Wesco operates approximately 800 branches, warehouses and sales offices in more than 50 countries, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.
Our company's greatest asset is our people. From our corporate and field offices to our distribution sites, Wesco employs over 20,000 professionals around the globe. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality our team members contribute to the company. Be You, Be the Difference, Be your Best!
Headquartered in Pittsburgh, Pennsylvania, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.
As a Engineer - Technical Services (Remote), you will be responsible for escalated application support for products. You will handle support cases, including troubleshooting of complex audio, video, control, and ethernet networking problems. You will develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. You will communicate with engineering, applications engineering, marketing, product development, Technical Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
Responsibilities:
- Delivers an exceptional customer providing application support for products.
- Handles support cases, including troubleshooting of complex audio, video, control, and ethernet networking problems.
- Evaluates, identifies, and replicates product issues and follows escalation process to reach desirable outcome to ensure positive customer experience.
- Serves as technical resource to other functional groups and individuals to improve product quality and user experience.
- Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
- Communicates with engineering, applications engineering, marketing, product development, Technical Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
- Bachelor's degree in technical or engineering discipline, or equivalent required
- IT industry networking certifications such as CCNA or CCDA; or CTS, CTS-I, or CTS-D required
- 3 years required audio video Integration industry with emphasis in corporate audio video
- 3 years required delivering advanced support in ethernet technologies and concepts
- 3 years required troubleshooting network security configurations and protocols and have experience with third-party control integration (AMX, Crestron, etc.)
- Network security concepts (802.1x, RADIUS, Security Certificate Management).
- Possess a customer-centric mindset.
- Possess strong computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, and PowerPoint.
- Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility.
- Must be able to travel globally.
- Valid US Passport.
The expected salary range for this role is $77,100 - $104,000. This is the salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's compensation level within the range will be based on several factors, including but not limited to geographic location, experience, relevant education, qualifications, skills, organizational needs, and performance. This position may be eligible to participate in the company's incentive plan. Wesco provides a variety of benefits to employees, including health insurance coverage, disability insurance, 401k Plan, and Paid Time Off.
Wesco International, Inc., including its subsidiaries and affiliates ("Wesco") provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
#LI-TM1
About the Team
At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Wesco offers a best-in-class product and services portfolio of Electrical and Electronic Solutions, Communications and Security Solutions and Utility and Broadband Solutions. Harnessing 100 years of ingenuity and expertise, we increase profitability, improve productivity and mitigate risk for thousands of customers worldwide. With millions of products, end-to-end supply chain services and leading digital capabilities, Wesco provides innovative solutions to meet customer needs across commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers and utilities. Wesco operates approximately 800 branches, warehouses and sales offices in more than 50 countries, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.
Our company's greatest asset is our people. From our corporate and field offices to our distribution sites, Wesco employs over 20,000 professionals around the globe. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality our team members contribute to the company. Be You, Be the Difference, Be your Best!
Headquartered in Pittsburgh, Pennsylvania, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.
