Job Description

Job Description

Job Description

Job Title: Customer Technical Support Specialist

Job Description:

Trystar is a leader in power inverters, distribution equipment, and related services at the heart of supporting our electrical infrastructure. Our team members focus on producing the highest quality products in the industry and providing industry-leading service. Safety and integrity are our guiding principles, and we work together to achieve excellence for our customers every day.

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 , 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 troubleshooting and responding to customer’s 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:

• Work directly with customers to field and respond to technical question on Trystar’s offerings
• Work directly with customers to field and respond to service calls to determine best path to resolve customer issue
• Work directly with customers on replacement part identification, quoting and ordering
• Intake, update and respond to customer inquiries via a case management system
• Coordinate field service and RMA activities
• Gather test reports, site feedback, and close out service tickets or advise next steps
• Support the training of the Customer Experience and Sales team on basic technical information
• Develop FAQ’s for technical inquiries
• Maintain up to date technical data on all products and offerings
• Collect and analyze customer request data to identify opportunities for continuous improvement
• <10% travel required

Job Requirements:

Basic Qualifications

• 5+ years of experience in electrical panel manufacturing
• Experience working with customers in a technical support role
• Basic electrical power systems knowledge
• Basic understanding of equipment start-up processes, Preventive Maintenance, and troubleshooting
• Ability to use digital tools to capture and respond to customer requests
• Self-starter mentality with strong technical, analytical, and problem-solving skills

Additional Qualifications

• Highly motivated, passionate, 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 internally
• Continuous improvement mindset

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