Technical Support Representative II

About Company:

Xantrex is a Mission Critical Electronics brand.  Mission Critical Electronics, LLC (MCE) is a leading provider of innovative power solutions and electronic systems for mission-critical applications. With a portfolio of trusted brands including Kussmaul Electronics, Newmar Power, DuraComm, ASEA Power, Purkeys, Xantrex, and ZeroRPM and Magnus, we serve customers across emergency response, transportation, marine, industrial, and defense sectors.

Our Mission

We design, manufacture, and deliver reliable power solutions that keep critical systems running when they matter most. From fire trucks and ambulances to marine vessels and recreational vehicles, our products ensure uninterrupted operation in the most demanding environments.

Why Join Xantrex 

• Innovation-Driven Culture: Work with cutting-edge technology and contribute to products that save lives and protect communities
• Industry Leadership: Join a company with decades of expertise and a reputation for quality and reliability
• Growth Opportunities: We invest in our people through training, development, and career advancement
• Comprehensive Benefits: Competitive compensation, medical/dental/vision insurance, 401(k) with company match, paid time off, and more
• Collaborative Environment: Work alongside talented engineers, technicians, and professionals who are passionate about what they do
• Stability and Security: Be part of a financially strong organization serving essential industries

Our Values

• Quality Excellence: We hold ourselves to the highest standards
• Customer Focus: We listen, respond, and deliver solutions that exceed expectations
• Innovation: We continuously improve and adapt to meet evolving needs
• Integrity: We do what's right, even when no one is watching
• Teamwork: We succeed together

Our Locations

With facilities across North America and the UK, we combine the resources of a multi-brand organization with the agility and personal touch of a dedicated team.

Join Our Team

Whether you're an experienced professional or just starting your career, MCE offers opportunities to make a real impact. We're looking for talented individuals who share our commitment to excellence and want to be part of something meaningful.

Equal Opportunity Employer

Mission Critical Electronics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

About the Role:

The Technical Support Representative II plays a critical role in ensuring customer satisfaction by providing advanced technical assistance and troubleshooting support for a variety of products and services. This position involves diagnosing complex technical issues, guiding customers through problem resolution, and escalating cases when necessary to specialized teams. The representative acts as a key liaison between customers and internal departments, ensuring clear communication and timely resolution of technical challenges. Success in this role requires a deep understanding of technical concepts, excellent communication skills, willingness to learn new skills, and the ability to manage multiple cases efficiently. Ultimately, the role contributes to maintaining high customer retention rates and enhancing the overall user experience through expert support.

Minimum Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field preferred.
• At least 2 years of experience in a technical support or customer service role.
• Ability to troubleshoot and resolve technical issues efficiently.
• Excellent verbal and written communication skills, especially when dealing with customers
• Must be comfortable dealing with customers via phone, email, and chat
• High attention to detail

Preferred Qualifications:

• Experience with CRM and ticketing systems such as Zendesk, Salesforce, or Jira.
• Some level of familiarity with our product lines

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat, providing clear and effective technical support.
• Diagnose and resolve complex technical issues related to software, hardware, or systems by applying troubleshooting techniques and product knowledge.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM.
• Collaborate with cross-functional teams such as engineering, product management, and quality assurance to escalate and resolve unresolved issues.
• Provide feedback on recurring problems and suggest improvements to products or support processes to enhance customer satisfaction.