Customer Technical Support - Merrimack, United States - Trystar Inc

Trystar Inc Merrimack, United States

2 weeks ago

Description

Job Description

Job Title: Customer Technical Support - Engineering

Job Description:

Trystar is a leader in power inverters, distribution equipment, and related services at the heart of supporting our electrical infrastructure. Our team members focus on producing the highest quality products in the industry and providing industry-leading service. Safety and integrity are our guiding principles, and we work together to achieve excellence for our customers every day.

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 - Engineering , you will serve as a technical support interface between customers and Trystar. Supporting the Customer Experience and Sales teams, you will assist in the review of custom applications and help propose solutions for the customer. You will also generate proposals and submittal packages for complex system solutions and ensure all requirements are met. You will have the opportunity to support all products 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:

Maintain expert level of product knowledge, applications and problems customers are trying to solve
When applicable, travel with Sales team to support training efforts and customer visits
Mentor other CX team members, providing subject matter expertise
Work with Sales and Customer Experience teams to review complex system requests
Generate system solution proposals and submittal packages to deliver to the customer
Review engineered specifications and ensure Trystar offering meets requirements
Maintain professional business relationships with customers, field sales reps, independent reps, CX Team
Collect and analyze escalation request data to identify opportunities for continuous improvement
<20% travel required

Job Requirements:

Basic Qualifications

Engineering Degree or 5 years of experience within academic, military, or corporate business environment
Strong ability to read and understand electrical power and control drawings / diagrams
Strong ability to read and understand mechanical and HVAC drawings / diagrams
Ability to use digital tools to capture and respond to customer requests
Experience working with customers in a customer support or sales role a plus
Experience in the electrical power transmission & distribution market a plus

Additional Qualifications

Highly motivated, passionate, 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 internally
Continuous improvement mindset

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