Job Summary :

The Technical Support Representative II is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.

The Technical Support Representative II develops and maintains technical troubleshoot procedures, creates technical content for new product introductions, serves as a mentor to the technical support department, and manages highly escalated or technical cases involving key accounts. ESSENTIAL DUTIES :

• Answer inbound calls and respond to emails from Dealer Technicians responding to complex questions over the phone
• Provide accurate, timely, and descriptive notes during calls in salesforce
• Use and improve internal technical troubleshooting content
• Provide key account technical support
• Serve as a path of escalation for technical support representatives
• Perform on-site troubleshooting, diagnosis, and repair as required
• Work closely with product engineering and quality engineering to develop comprehensive troubleshooting content for the entire technical support team
• Update and maintain internal and external knowledge base
• Work to customer and dealer facing technical video content
• Work with new hires, and existing employees to foster a culture of continuous improvement
• Mentor technical support representatives to ensure sound technical decision making
• Provide technical training to new hires and as part of new product introductions.
• Other Duties as assigned and the following :
• Mentors less experienced technical service representatives
• Serve as technical expert for team and escalated calls

MINIMUM QUALIFICATIONS :

• BS in Electrical Engineer or related degree
• 1 year of experience working in the power electronics industry, preferably with energy storage

PREFERRED QUALIFICATIONS :

• Bilingual Spanish
• Familiarity with NEC
• NABCEP Certification
• solid understanding of residential electrical systems
• Ability to read single line & three line diagrams

• In depth understanding of electrical (AC / DC) theory
• Knowledge of power converters, boost, buck, inverters, & rectifiers
• Understanding and working knowledge of engine maintenance and troubleshooting of gensets.
• Understanding of PLC, Ethernet, and Modbus
• Excellent Customer Service skills
• Ability to professionally and effectively communicate verbally and in writing.
• Ability to remain calm in high- stress situations
• Strong knowledge of Microsoft office suit
• Leadership competency
• Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
• Ability to work independently and make decisions in the best interest of the customer and the company
• Advanced Problem-solving skills.

PHYSICAL DEMANDS : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.

The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders.

The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting;

close vision and ability to adjust focus. Up to 25% Travel.

Last updated : 2024-05-21