Customer Technical Support Specialist - Electrical Power Systems

Job Title: Customer Technical Support Specialist – Electrical Power Systems

Job Description:

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. We’ve created power solutions that are not only durable and unique but are also the result of exciting teamwork from every corner of our organization. Individually and collectively, every team member at Trystar plays for each other and strives to deliver unmatched value and 100% accuracy to our customers every single 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.

Trystar’s team members are our most important asset, and this position plays a critical role in achieving our strategic objectives. 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. For both the Customer Experience and Sales team, you will act as an escalation point to resolve customer technical inquiries for products that are currently in the field and determine when a field service technician is needed to be dispatched to resolve a customer issue. You will have the opportunity to support all product lines that Trystar offers and grow your knowledge as our product offerings expand. This is a fantastic opportunity for a talented and motivated individual who is eager to share their knowledge with others and take the next step in their career.

We are looking for people who believe in our guiding principles and values of:

• Safety – We believe everyone should leave Trystar facilities in the same or better condition than when they arrived.
• Integrity – We’re honest, transparent, and committed to doing what’s right.
• Customer focus – We have relentless focus on our customers and their success.
• Right with speed – We use good judgement, make thoughtful decisions quickly, and execute them with purpose and intensity.
• Play for each other – We’re a team. We show up for each other and we know that through teamwork we achieve greatness.
• Champion change – We know adaptation and improvement are requirements to survive and to thrive.
• Enjoy the journey – We create an environment where our team feels appreciated and has fun along the way.

In this role you will get to:

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 3 rd 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 3 rd 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

<10% travel required

Job Requirements:

Basic Qualifications

• 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

Preferred Qualifications

• 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