Customer Tech Support – Electrical Power Systems

Trystar Inc; Houston (TX); On-site; USD 85,000 - 95,000; Full time

Job summary

Trystar Inc. is seeking a Customer Technical Support Specialist - Electrical Power Systems in Houston, TX.

The role serves as the primary technical interface between customers and Trystar, supporting Customer Experience and Sales teams and coordinating field-service activities. You will handle inquiries, diagnose issues, and determine when field service is needed, while expanding knowledge across diverse power products.

Qualifications

• Associate's degree in electrical field required.
• 5+ years in electrical products, back-up power, or power distribution.
• Experience with direct customer engagement in a technical role.
• Basic electrical power systems knowledge.
• Familiarity with start-up, preventive maintenance, and troubleshooting.
• Proficiency with digital tools to capture/respond to requests.
• Knowledge of rectifiers, power inverters, and UPS products.
• Willingness to learn across Trystar products and sites.

Responsibilities

• Receive/respond to calls, web submissions, and emails about technical questions.
• Manage field services for commissioning, start-up, maintenance, troubleshooting, and repair.
• Work with customers on replacement part identification, quoting, and ordering.
• Respond to service calls and determine best resolution path.
• Coordinate with direct and 3rd party technicians for field service.
• Provide real-time support via phone or video to customers, installers, and technicians.
• Use case management systems to track inquiries (Salesforce).
• Enter/manage quotes, sales orders, RMAs, and service tickets in ERP (Epicor).
• Coordinate RMA activities and gather site feedback for closes.
• Support technical training for technicians and customer-facing teams.
• Develop FAQs and maintain up-to-date technical data.
• Collect/analyze customer data to identify improvement opportunities.
• Occasionally support after hours/weekends due to access limits.

Skills

Customer support

Electrical power systems

Field service coordination

ERP (Epicor)

Salesforce

Technical communication

Analytical skills

Education

Associate's degree in electrical related field

Bachelor's degree in electrical engineering (preferred)

Tools

Epicor ERP

Salesforce

General office software

Job description

Trystar Inc. is seeking a Customer Technical Support Specialist - Electrical Power Systems in Houston, TX.

The role serves as the primary technical interface between customers and Trystar, supporting Customer Experience and Sales teams and coordinating field-service activities. You will handle inquiries, diagnose issues, and determine when field service is needed, while expanding knowledge across diverse power products.