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 the country at our additional facilities in Troy, MI; Houston, TX; Merrimack, NH; Burnsville, MN, Murfreesboro, TN, Pointe Claire, Quebec, Canada & Waukesha, WI.
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 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.

JOB REQUIREMENTS:

Basic Qualifications

• 5+ years of experience in related electrical product, 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 the rectifier, power inverter, power conditioners and UPS product series
• Self-starter mentality with strong technical, analytical, and problem-solving skills

Preferred 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

• 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 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