Customer Technical Support Specialist - Electrical Power Systems
About The Position
Trystar is seeking a motivated and driven Customer Technical Support Specialist – Electrical Power Systems to serve as the primary technical support interface between customers and Trystar. This role supports the Customer Experience and Sales teams by receiving, evaluating, and responding to customer technical inquiries. The specialist will act as an escalation point to resolve technical inquiries for products in the field and determine the need for field service technician dispatch. This position offers the opportunity to support all Trystar product lines and expand knowledge as offerings grow. It is an excellent opportunity for an individual eager to share knowledge and advance their career.
Requirements
- Associate’s degree in electrical related field
- 5+ years of experience in related electrical products, back-up power, or power distribution industries
- Experience working directly with customers in a technical support role
- Basic electrical power systems working knowledge
- Basic understanding of equipment start-up processes, Preventive Maintenance, and troubleshooting
- Ability to use digital tools to capture and respond to customer requests
- Ability to become familiar with rectifiers, power inverter, power conditioners and UPS product series
- Cross training to develop support capacity for additional Trystar products at current and new sites
- Self-starter mentality with strong technical, analytical, and problem-solving skills combined with a drive for results and a relentless customer focus
Nice To Haves
- Bachelor’s degree in electrical engineering, or related field
- Highly motivated, passionate customer focus, with exceptional written and verbal communications skills
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
- High comfort level establishing and growing relationships with customers, partners and with the Trystar team members across the enterprise
- Continuous improvement mindset
Responsibilities
- Receive and respond to calls, web submissions, and emails regarding technical questions on Trystar’s products
- Manage field services for commissioning, start-up, preventive maintenance, troubleshooting, and repair
- Work directly with customers on replacement part identification, quoting and ordering
- Work directly with customers to respond to service calls and determine best path to resolve customer issue
- Coordinate with both direct and 3rd party technicians to schedule and coordinate execution of field service calls
- Provide real-time support for customers, installers, and technicians in the field via phone or video calls
- Intake, update and respond to customer inquiries via a case management system, such as SalesForce
- Enter and manage Quotes, Sales Orders, RMA, and Service Tickets within the company ERP system, such as Epicor
- Coordinate RMA activities
- Gather technician test reports, checklists, and site feedback, used to close out service tickets and sales orders
- Support the technical training of both direct and 3rd party technicians and internal customer facing team members
- Develop FAQ’s for technical inquiries
- Maintain access to up-to-date technical data on all products and offerings
- Collect and analyze customer request data to identify opportunities for continuous improvement
- Occasionally support customers or technicians after hours or on weekends due to site access limitations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
