Senior Customer Tech Support - Electrical Power Systems

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

Job summary

Trystar Inc. in Houston, TX is seeking a Customer Technical Support Specialist - Electrical Power Systems to serve as the primary technical interface for customers, supporting experience and sales teams. You will handle inquiries, coordinate field service, and manage quotes, orders, and RMAs to ensure timely resolutions.

The role requires 5+ years in electrical products, strong communication, and a proactive, customer-focused approach to deliver accurate, high-value support across product lines.

Qualifications

• Associate’s degree in electrical related field is required.
• 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.
• Familiarity with start-up processes, preventive maintenance, and troubleshooting.
• Ability to use digital tools to capture and respond to customer requests.
• Willingness to learn about Rectifiers, power inverters, power conditioners and UPS product series.
• Self-starter with strong technical, analytical, problem-solving skills and customer focus.

Responsibilities

• 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.
• Respond to service calls and determine best path to resolve customer issue.
• Coordinate with direct and 3rd party technicians to schedule field service calls.
• Provide real-time support for customers, installers, and technicians via phone or video.
• 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 ERP like Epicor.
• Coordinate RMA activities.
• Gather technician test reports and site feedback to close tickets and orders.
• Support technical training of technicians and internal teams.
• Develop FAQs for technical inquiries.
• Maintain up-to-date technical data on all products.
• Collect and analyze customer data to identify continuous improvement opportunities.
• Occasionally support customers or technicians after hours or on weekends.

Skills

Customer communication

Technical troubleshooting

Field service coordination

Problem solving

Time management

Customer-focused

Education

Associate’s degree in electrical related field

Bachelor’s degree in electrical engineering (preferred)

Tools

Salesforce CRM

Epicor ERP

Job description

Trystar Inc. in Houston, TX is seeking a Customer Technical Support Specialist - Electrical Power Systems to serve as the primary technical interface for customers, supporting experience and sales teams. You will handle inquiries, coordinate field service, and manage quotes, orders, and RMAs to ensure timely resolutions.

The role requires 5+ years in electrical products, strong communication, and a proactive, customer-focused approach to deliver accurate, high-value support across product lines.