Technical Service Representative III

Mission Critical Electronics; Costa Mesa (CA); On-site; USD 65,000 - 83,000; Full time

Job summary

Mission Critical Electronics in Costa Mesa, CA is seeking a Technical Service Representative III to deliver advanced technical support to United States customers. You will diagnose hardware, software, and network issues and collaborate with engineering and quality teams to escalate and resolve problems.

The role requires a minimum of 5 years in technical support, strong communication, and experience with ticketing systems.

Qualifications

• Associate degree or higher in IT, CS, or related field.
• Minimum of 5 years in technical support or customer service roles involving complex problem-solving.
• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency with support ticketing systems and remote diagnostic tools.

Responsibilities

• Provide advanced technical support and troubleshooting for complex customer inquiries via phone, email, or remote sessions.
• Diagnose and resolve hardware, software, and network issues related to company products or services.
• Collaborate with engineering, product development, and quality assurance teams to escalate and resolve technical problems.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Train and mentor junior technical service representatives to enhance team knowledge and performance.
• Analyze customer feedback and technical data to identify trends and recommend improvements.
• Maintain up-to-date knowledge of company products, industry trends, and emerging technologies.

Skills

Verbal & written communication

Technical troubleshooting

Education

Associate degree or higher in IT/CS

Bachelor’s degree preferred

Tools

Support ticketing systems

Remote diagnostic tools

Scripting/Automation

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.

Technical Service Representative III

Full Time Costa Mesa, CA, US

3 days ago Requisition ID: 1086

Salary Range: $64,700.00 To $82,600.00 Annually

About Company:

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, Magnus and ZeroRPM, 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 industrial equipment, our products ensure uninterrupted operation in the most demanding environments.

Why Join MCE?

• 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 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 Service Representative III plays a critical role in delivering advanced technical support and solutions to customers across the United States. This position is responsible for resolving complex technical issues, ensuring customer satisfaction, and maintaining strong relationships with clients by providing expert guidance and troubleshooting assistance. The role requires collaboration with cross-functional teams to **escalate** and resolve product or service challenges efficiently. The successful candidate will contribute to continuous improvement initiatives by identifying recurring issues and recommending enhancements to products or processes. Ultimately, this position ensures that customers receive timely, accurate, and effective technical support that aligns with company standards and business objectives.

Minimum Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or a related technical field.
• Minimum of 5 years of experience in technical support or customer service roles involving complex problem-solving.
• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency with support ticketing systems and remote diagnostic tools.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Bachelor’s degree in a technical discipline.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience supporting enterprise-level customers or in a technical service environment within the technology industry.
• Familiarity with scripting or automation tools to streamline support processes.
• Demonstrated ability to lead projects or initiatives within a technical support team.

Responsibilities:

• Provide advanced technical support and troubleshooting for complex customer inquiries via phone, email, or remote sessions.
• Diagnose and resolve hardware, software, and network issues related to company products or services.
• Collaborate with engineering, product development, and quality assurance teams to **escalate** and resolve technical problems.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Train and mentor junior technical service representatives to enhance team knowledge and performance.
• Analyze customer feedback and technical data to identify trends and recommend improvements.
• Maintain up-to-date knowledge of company products, industry trends, and emerging technologies.

Skills:

The required skills enable the Technical Service Representative III to effectively diagnose and resolve complex technical issues, ensuring customer satisfaction through clear and professional communication. Proficiency with hardware, software, and networking fundamentals allows the representative to understand and address a wide range of technical challenges encountered by customers. Experience with support ticketing systems and remote tools facilitates efficient case management and resolution tracking. Preferred skills such as certifications and scripting knowledge enhance the ability to automate routine tasks and improve support workflows. Additionally, leadership and mentoring skills are applied daily to support team development and contribute to continuous improvement efforts.

This position approved for annually $75,000.00