Job Details

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.

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.

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.

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About the company

WESCO International, Inc. is an American publicly traded Fortune 500 holding company for WESCO Distribution, a multinational electrical distribution and services company based in Pittsburgh, Pennsylvania.