Technical Support Team Lead

The Technical Support Team Lead reports to the Director of Sales Operations to lead Application Engineers and Technical Support Engineers.   The Team Lead acts as the primary escalation point for complex issues while mentoring team members.  Provides support and guidance to fellow Engineers on technical and soft skills to ensure continued team development and excellent customer experiences.

The Technical Support Team Lead reports to the Director of Sales Operations and reports to the Pilz US headquarters in Canton, Michigan.

Duties and Responsibilities:

• Provide technical guidance to ensure the team has the knowledge and tools for effective troubleshooting and overall customer support


• Develop Technical Support Engineers by providing product/technical training and coaching on soft skills such as customer support


• Serve as the escalation point for customer issues; ensure timely resolution


• Manage team schedules including coordinating PTO, after hours rotation, and ensuring phone coverage


• Contribute to developing new procedures and implementing best practices; analyze customer feedback on existing processes and overall experience


• Communicate organizational goals to the team and technical issues to management and product managers


• Work alongside the Director of Sales Operations on Human Resources topics such as performance management, recommended disciplinary action, merit increases, etc.


• Ensure customer data is recorded in appropriate systems


• Other duties as assigned

Travel may be required.

Minimum Qualifications:

• Bachelor’s degree or higher in Engineering with three (3) years’ relevant work experience or an equivalent combination of education and experience


• Experience technical trouble shooting, maintenance, and/or support


• Advanced electrical knowledge; capable of reading and interpreting technical drawings and documentation (i.e. machine electrical prints)


• Excellent communication skills


• Strong analytical, problem solving, and trouble shooting skills are necessary


• Knowledge of Microsoft Office


• Self-motivated, well-organized and team oriented

Desired Qualifications:

• Bachelor’s degree in preferably Electrical/Electronics Engineering


• Knowledge of safety devices is a plus


• Working knowledge of PLC controllers and PLC programming


• Proficient with electrical drawings in AutoCAD

Physical Requirements (reasonable accommodations will be made if necessary):

• Seated for extended periods with extensive screen (computer) time


• Able to move and/or lift 50 pounds