Remote Monitoring Support Assistant
Chicago, IL

Job Description

The Human Energy of S&C

Integrity, enthusiasm, sustained energy. These are the traits that S&C has always looked for and found when seeking people to join our 100% employee-owned team. S&C supports these qualities with a strong package of pay and benefits, excellent education and training programs, a challenging work environment, and broad opportunities for advancement.

Location: Chicago

Address of Location: 6601 N Ridge Blvd, IL, Chicago 60626

Education Requirements: Associates Required

Relevant Work Experience Requirements: 1 to 3 Years

JOB SUMMARY

The Global Support and Monitoring Center (GSMC) team at S&C Electric Company provides a variety of support services to our installed customer base. The GSMC provides condition-based monitoring platform to monitor, diagnose, and troubleshoot customer equipment remotely in real time. GSMC team supports S&C help chain by providing initial tech support to customers owning/operating S&C products. The work schedule for this position will be Tuesday through Saturday working day shift.

The responsibilities of this position include, but are not limited to, the following:

* Monitoring health and performance of customer assets, particularly S&C products and solutions in power quality, traditional, and distribution automation.
* Creates and maintains customer relationships that are built on a foundation of consistent, high quality service delivery. Effectively, drills down into customer issues and quickly resolves issues, while managing internal and external expectations.
* Demonstrates depth and breadth of technical expertise to quickly respond to customer needs, meeting or exceeding customer expectations. Applies technical knowledge to determine the appropriate solution for customers. Tracks critical metrics to ensure success for the customer and S&C.
* Answering phone support calls and logging in Customer Relationship Management software.
* Troubleshooting and resolving support calls and monitoring alarms when possible, alerting additional subject matter experts or dispatching field support personnel when necessary.
* Collecting data and compiling reports from monitoring software.
* Coordinating after-hours shipment of emergency parts.
* Ensuring seamless transition of GSMC activities between shifts.
* Excellent analytical and customer skills are required as well as a demonstrated ability to handle complex problems and find ways to address them.
* Although this position does not require a deep level of technical expertise, it does require developing and maintaining an awareness of issues related to cyber security, developments in remote monitoring, and other areas related to their work.
* Exhibits sound practice in issue identification, analysis, and resolution.
* Uses effective verbal, non-verbal, and listening skills to meet S&C business needs.
* Personally committed to developing themselves, if relevant, their team members.

To select this job as one of interest to you, at a minimum, you must have the following:

* Associates Degree in Technology or equivalent experience.
* Strong computer skills in using office programs (Excel, Outlook, and Word).
* Preferred knowledge of data networking and remote access technologies.
* Strong oral and written communication skills.
* Demonstrated customer service skills.
* Experience in a call center environment preferred.

Relevant Work Experience:

Direct customer interaction including troubleshooting assistance.

MAJOR PHYSICAL DEMANDS

* Standing: Some tasks are performed in a standing position
* Lifting: Lifting of items up to 25 pounds.
* Walking: Walking of moderate distances (up to 1 mile).
* Handling: Frequent use of a PC keyboard and mouse.
* Environment: Physical demands are those normally associated with a regular office environment.

Number of Openings: 1.00

Employment Status: Non-Exempt

Employment Classification: Full Time

Shift: 1

Core Working Hours: 8:00 a.m. - 4:30 p.m.

COMPANY OVERVIEW:

S&C Electric Company is a global provider of equipment and services for electric power systems. Founded in 1911, the Chicago-based company designs and manufactures switching and protection products for electric power transmission and distribution.

S&C's products help deliver electric power efficiently and reliably. Some are used to switch circuits. Others minimize damage to equipment in the event of a fault or reduce the area of an outage by automatically rerouting power flow; S&C's sophisticated power-quality products can deliver uninterrupted power for an entire facility, for crucial process industries.

In addition, S&C offers a wide range of engineering, laboratory, and testing services for electric utilities and commercial, industrial, and institutional power systems.

S&C provides solutions for customers worldwide. The company has engineering offices and manufacturing facilities in Chicago, Illinois; Franklin, Wisconsin; Alameda, California; Duvall, Washington; Rockville, Maryland; and Orlando, Florida. S&C subsidiaries operate in Toronto, Canada; Curitiba, Brazil; Mexico City and Aguascalientes, Mexico; Wales, United Kingdom; South Yarra, Australia; and Suzhou, China.

Thank you for your interest in S&C Electric Company. S&C has a proud and longstanding tradition of providing equal employment opportunities without regard to race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or marital status. Further, S&C is committed to taking affirmative action to ensure that qualified females, minorities, veterans, and persons with disabilities can pursue equal employment opportunities. For information regarding equal employment opportunity, please see http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.