Job Description

As a Engineer - Technical Services, 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.

Qualifications:

• 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.

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here