Senior Technical Support Engineer

Powering Innovation, Delivering Excellence: Leading the Future of Technical Support Solutions!

MEPPI's Service Center Division (SCD) is seeking a skilled Senior Technical Support Engineer to spearhead the technical support, introduction, and advancement of assigned products and services. This role demands deep technical expertise, strong leadership, and cross-functional collaboration to ensure timely resolution of complex issues, successful product launches, and continuous improvement of support processes. You will serve as the go-to technical authority, mentor team members, and strengthen our customer relationships by delivering innovative solutions and exceptional service.

What You'll Do

• Lead Technical Support Excellence: Provide high-level technical support at the system/facility level for assigned products to MEPPI, Authorized Service Providers (ASPs), and end users. Research, coordinate, and resolve complex field issues.
• Advance Department Capabilities: Develop and maintain support processes, troubleshooting guides, and technical training materials. Conduct advanced product skills training sessions.
• Support New Product Introductions: Participate in product launch activities and Engineering Design Reviews. Oversee technical integration of new products into SCD across all departments.
• Manage Incident Resolution: Track and resolve assigned product issues from initial report to completion, maintaining KPI metrics for incidents.
• Produce Technical Reports: Create customer-specific engineering review/analysis reports. Analyze data to identify failure trends and recommend design changes.
• Distribute Technical Updates: Maintain and share service procedures, software releases, service bulletins, and engineering change notifications with MEPPI, ASPs, and end users.
• Collaborate Across Teams: Act as a technical liaison with MEPPI expatriates and equipment Divisions.
• Support Investigations: Provide technical expertise for Root Cause Analysis (RCA) efforts.
• Deliver On-Site Support: Conduct direct technical support, site testing, and technical presentations.
• Promote Division Goals: Foster a positive image of the Division through timely, cooperative interactions with other MEPPI departments, customers, and suppliers.

What You Bring

• Education: Bachelor's degree in Electrical Engineering or related discipline, with at least 7 years of technical and/or field support experience for assigned products — or equivalent education and experience.
• Experience: Strong knowledge of product application, troubleshooting, and diagnostics. Proven ability to lead complex technical support initiatives.
• Technical Expertise: Advanced knowledge of field acceptance testing, test equipment, safety requirements, data analysis, and applicable industry standards (UL, NEC, IEC, etc.).
• Skills: Exceptional analytical and problem-solving skills, strong interpersonal and communication abilities, advanced presentation capabilities, and proficiency in Microsoft Office and MRP/ERP systems.

What's in It for You?

• Comprehensive Health Coverage: MEPPI pays 90% of the cost for medical, dental, and vision plans, so you and your family can focus on your health without the financial strain.
• Retirement Plans: 401(k) with MEPPI matching up to 4% of your contributions.
• Generous Paid Time Off: Earn vacation after just 90 days, plus enjoy 12 paid holidays annually.
• Career Development: Training programs and educational assistance to help you grow your career.
• Employee Perks: Profit sharing, free access to our 24/7 fitness center in Warrendale, PA, and our Wellness Program supporting employees and their families.

Why MEPPI?

At MEPPI, you're more than an employee—you're part of a mission to innovate and make an impact. As a U.S. affiliate of Mitsubishi Electric, we are a leader in providing state-of-the-art solutions for power systems and rail transportation. Join our collaborative environment, where your expertise helps shape the future.

Equal Opportunity Employer:

MEPPI is committed to creating an inclusive workplace. We welcome applicants from all backgrounds and ensure fair consideration for every candidate.

Notice to Agencies and Search Firms:

MEPPI is not accepting unsolicited resumes from agencies or search firms for this job posting. Resumes submitted without a signed search agreement will become the property of MEPPI, and no fee will be paid if a candidate is hired through an unsolicited referral.