Customer Technical Support Specialist - 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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Technical Support Specialist - Electrical Power Systems

Houston, TX, US

Salary Range: $85,000.00 To $95,000.00 Annually

Job Title: Customer Technical Support Specialist - Electrical Power Systems

Job Description:

Trystar's 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 North America at our additional facilities in Houston, TX; Merrimack, NH; Burnsville, MN, Waukesha, WI, Seattle, WA, Pointe Claire, Quebec, and Victoria, British Columbia, Canada.

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 - Electrical Power Systems, 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.

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:

• 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 3 rd 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 3 rd party technicians and internal customer facing team members
• Develop FAQs for technical inquiries
• Maintain access to 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

Job Requirements:

Basic Qualifications

• Associate's degree in electrical related field
• 5+ years of experience in related electrical products, 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 rectifiers, power inverter, power conditioners and UPS product series
• Cross training to develop support capacity for additional Trystar products at current and new sites
• Self-starter mentality with strong technical, analytical, and problem-solving skills combined with a drive for results and a relentless customer focus

Preferred Qualifications

• Bachelor's degree in electrical engineering, or related field
• Highly motivated, passionate customer focus, 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 with the Trystar team members across the enterprise