Customer Technical Support Specialist - Electrical Power Systems
About the role
Trystar is at the forefront of advancing power solutions, charged and driven by a committed, dynamic team, tackling complex challenges, and creating innovative solutions. We’re looking for motivated, driven, and talented individuals eager to be part of the future of power. Safety and integrity aren’t just buzzwords, they are the north star guiding us as we aspire to wow our customers every day.
Our cutting-edge headquarters is in Faribault, MN, a facility that is partially solar- and wind-powered by our own microgrid! You’ll find that we’re also pushing boundaries across North America at our additional facilities in Houston, TX; Merrimack, NH; Burnsville, MN, Waukesha, WI, Seattle, WA, Pointe Claire, Quebec, and Victoria, British Columbia, Canada.
Responsibilities
As a Customer Technical Support Specialist – Electrical Power Systems, you will serve as the primary technical support interface between customers and Trystar. Supporting the Customer Experience and Sales teams, you will be responsible for receiving, evaluating, and responding to customer technical inquiries.
- 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
Requirements
The following are required for this role:
- 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
Qualifications
The following are preferred for this role:
- 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