Technical Support Engineer

• Employee Type FT Exempt
• Required Degree 4 Year Degree
• Manage Others No

Contact information

• Phone

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Radian Research is an employee-owned innovative technology company with an engaging and participative work environment. We provide Electric Meter Testing Instruments, Systems, Software and Services to Electric Utility Companies, Electric Meter Manufacturers and National Metrology Institutes for Engineering, Laboratory, Shop and Site applications. Radian provides both portable and primary energy reference standards unequaled in accuracy, stability, and reliability. The focus of Radian is our customer, and the heart of Radian is our team.

We recognize and value the 3 Cs of Radian’s culture:
Customer‑centric focus, continuous improvement mindset, and care for our Customer, company, community, and for each other.

Efficiently and effectively provide Customer‑centric technical support to internal and external Customers, Sales Representatives, Regional Solutions Managers, Customer Support teammates and the Production and Service Labs via phone, email, Whats App, virtual meetings (i.e. Web Ex, Microsoft Teams, etc.), in person at trade shows, and at the Customers’ premises for training, new sales support, and maintenance needs. Provide Customer‑perspective information to Engineering and the Production and Service Labs.

Know the theory of operation and application of the company’s products and be capable of effectively presenting that information to Customers. Have a fundamental understanding of the application and theory of electricity metering.

• Provide technical product support via multiple mediums including written communications, in person, telephone, fax, Web Ex, Chat, and email. This includes explaining product application and product operation as well as troubleshooting.
• Perform technical product presentations and training events via webinars, at meter schools, seminars, and Customer sites.
• Perform various technical writing tasks including operations manuals and new product specifications.
• Perform on‑site product installations and Customer product training.
• Assist in maintenance and tracking of the Marketing Demonstration Product account.
• Assist with Customer service activities including product proposals, quotations, order follow‑up, etc.
• Know the Marketing Department software applications including RMAs and Order Entry and be able to use them, as needed.
• Effectively interface with Engineering, Production, Service and Production Labs, Accounting, Field Sales and Marketing personnel in order to service the Customer.
• Others as required.

Bachelor of Science in electrical engineering (EE) or electrical engineering technology (EET) or a similar level of electronics/electrical training.

Prefer 1‑2 years Customer service experience.

Prefer 1‑2 + years electric utility related experience.

• Electrical and electronic theory as it pertains to power and energy measurement
• Troubleshooting of electro‑mechanical devices
• Problem solving techniques and Root Cause Analysis
• General metrology, measurement systems and calibration systems
• Technical writing focused in electronic subject matter
• Fundamental Sales and Marketing acumen relating to a high‑tech manufacturing organization
• Proficient computer skills - common word processing and spreadsheet programs – software and software applications
• Basic process management tools, i.e. KPIs, countermeasures
• Uncertainty components, management, determination, and reporting
• Work scheduling practices and methods
• Team building and conflict resolution
• Training and evaluation techniques
• Safety in job performance

• Verbal and written communication
• Presentation of information in various forums including small groups, large groups and individual basis
• Clearly and concisely conveying information of a technical nature
• Developing positive customer rapport
• Various PC applications – i.e. remote help sessions and knowledge of firmware / software and how they integrate

Flexibility, great attention to detail, excellence, integrity,…