The Senior Product Support Specialist, will provide expert-level technical support and review for all Excellerate products. You will ensure both internal and external customers receive prompt, effective, and professional technical assistance. You will play a key role as a subject matter expert, performing various technical evaluations, process improvements, and data analysis as it pertains to products and services.
MINIMUM REQUIREMENTS:
The Senior Product Support Specialist will provide expert-level technical support and review for all Excellerate products. You will ensure both internal and external customers receive prompt, effective, and professional technical assistance. You will play a key role as a subject matter expert, performing various technical evaluations, process improvements, and data analysis as it pertains to products and services.
MINIMUM REQUIREMENTS:
Education & Experience:
Bachelor’s degree in a related technical field with 5 years of relevant industrial/utility electrical equipment experience, or equivalent technical training with 8 years of experience. Experience must include troubleshooting electrical distribution systems and implementing communication protocols (e.g., Modbus, Ethernet, CAN, BMS, APIs).
- Ability to interpret highly technical documentation (Manuals, Electrical/Mechanical schematics, service reports, Bill of Materials, etc).
- Strong understanding of all safety hazards and required mitigation methods field personnel experience and implement when troubleshooting a variety of electrical distribution equipment and systems.
- Familiar with ERP or CRM platforms (e.g., Salesforce, Service Cloud, Acumatica)
- Strong written and verbal communication skills.
- Detail-oriented with excellent organizational and documentation skills.
Travel: up to 10%
Work Schedule: This position works a hybrid schedule between the hours of 7 AM and 5 PM, Monday- Friday. However, work may be performed at any time on any day of the week to meet business needs.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time other than the TN1 Visa (Canadian).
KEY RESPONSIBILITIES:
- Receive, evaluate, and process technical support requests from customers and service personnel.
- Support the development and reporting of key metrics, including resolution times, technical support workload demands, support gaps, etc.
- Perform detailed analysis and troubleshooting of warranty claims as necessary.
- Perform technical reviews of various technical documents, processes, and procedures.
- Perform failure analysis of defective parts and components.
- Provide the viewpoint and technical expertise of personnel servicing Excellerate products.
- Provide input and analysis of recurring product issues and work with engineering and reliability teams to reduce failure rates or improve serviceability.
- Performs other related duties as required and assigned.
The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
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