Technical Support Representative

NextGenEnergyJobs; Reno (NV); On-site; USD 70,000 - 100,000; Full time

Job summary

NextGenEnergyJobs is seeking a seasoned Technical Service Representative to support dealer technicians with complex mechanical, electrical, and energy storage inquiries in Reno, NV. You will document interactions, perform on-site troubleshooting, and escalate issues as needed.

Responsibilities include analyzing failures, guiding warranty processes, mentoring junior staff, and providing actionable recommendations to improve products and diagnostics resources.

Qualifications

• Experience providing technical support to field technicians or customers.
• Ability to document interactions and troubleshooting steps clearly.
• Proven trouble-shooting skills for mechanical, electrical, and energy systems.
• Experience mentoring or coaching junior staff is a plus.

Responsibilities

• Answer inbound calls and emails from dealer technicians, providing support for complex inquiries.
• Provide accurate, timely documentation of customer interactions and troubleshooting activities.
• Solve a range of routine to complex product and technical issues.
• Document unresolved issues and escalate as appropriate.
• Troubleshoot mechanical, electrical, controls-related, and operational issues with dealer technicians to resolve field concerns.
• Gather documentation regarding product failures, identify root causes, and recommend corrective action.
• Perform on-site troubleshooting, diagnostics, inspections, and repair support as required.
• Track and analyze product failure trends and communicate findings to stakeholders.
• Instruct new dealer technicians on warranty processes and assist with electronic claim submission; make warranty concessions decisions.
• Mentor less experienced technical service representatives through coaching and guidance.
• Serve as SME for complex generator, inverter, and energy storage troubleshooting cases.
• Advocate for product improvements, troubleshooting resources, and documentation enhancements.

Skills

Technical support

Troubleshooting

Documentation

Mentoring

Communication

Job description

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Responsibilities

• Answer inbound calls and respond to emails from dealer technicians, providing support for complex mechanical, electrical, and product performance inquiries.
• Provide accurate, timely, and descriptive documentation of customer interactions and troubleshooting activities.
• Solve a range of routine to complex product and technical issues.
• Document unresolved product issues and escalates findings as appropriate.
• Troubleshoot mechanical, electrical, controls-related, and operational issues with dealer technicians to resolve increasingly complex field concerns.
• Gather and prepare documentation regarding product and component failures, identify potential root causes, and make recommendations for corrective action.
• Perform on-site troubleshooting, diagnostics, inspections, and repair support as required.
• Track and analyze product failure trends and communicate findings to appropriate stakeholders.
• Instruct new dealer technicians on warranty processes and systems and assist with electronic claim submission. Make decisions regarding warranty concessions.
• Mentor less experienced technical service representatives through coaching and technical guidance.
• Serve as a subject matter expert for complex generator, inverter, and energy storage troubleshooting cases.
• Advocate for product improvements, troubleshooting resources, and technical documentation enhancements.