Technical Support Engineer- Industrial Data Solutions

About HMS 

We shape the connected world! 

HMS Networks makes the world more connected, productive and sustainable. HMS industrial communication products enable millions of machines such as robots, drives and HVAC systems to get connected to software and systems – A necessity to meet the future demands for energy efficiency and sustainability. 

Position Summary

The Technical Support Engineer plays a key role in helping customers successfully connect, configure, and operate our solutions. In this customer-facing technical role, you will troubleshoot issues, analyze system behavior, and provide clear, actionable guidance that strengthens customer confidence in HMS. You’ll own case resolution from initial contact through closure and collaborate with senior technical experts when deeper investigation or advanced problem-solving is required. This role directly contributes to our mission of making the world more connected, productive, and sustainable.

Essential Job Functions

·        Customer support including fault replication, software/hardware troubleshooting and configuration.

·        Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

·        Uses technical expertise using standard operating and diagnostic protocols to resolve complex system issues.

·        Identifies, documents, and escalates customer issues as appropriate.

·        Monitors and tracks all support tickets, provides call/email status updates at regular intervals and communicates status to customers.

·        Provides subject matter expertise to customers in the specified product area. Uses strong written and interpersonal skills to convey technical information to customers in understandable terms.

·        Has the ability to manage customer relationships, expectations, and problem resolution.

·        Maintains a professional demeanor when faced with difficult situations.

·        The successful candidate will have a can-do attitude combined with strong customer support skills and ability to manage diverse projects.

Minimum Requirements

• Associate's degree in Electrical Engineering Technology, Computer Information Systems, Electronics/Engineering Technology, or a related technical field, OR Equivalent combination of education and hands-on experience.
• Demonstrates oral and written communication skills to effectively interface with all levels of management and staff, customers and outside business contacts.
• Attention to detail and accurate recordkeeping abilities are a must.
• Must have a basic understanding of Microsoft Office applications.
• Proficiency with English language both written and verbal communication.

Preferred Qualifications

·        Previous experience troubleshooting electronic equipment

·        Previous experience using Zendesk or a similar system for ticket tracking.

·        Additional language skills in Spanish, French, Portuguese a plus.

·        Knowledge of or experience with industrial automation systems including Panel Meters, PLCs, drives, HMI, I/O, instrumentation, sensors, basic TCP/IP network skills, and other devices used in industrial control systems

Travel

·        As needed

HMS Networks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HMS Networks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.