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Technical Support Representative II

1 month ago

Pasco, United States EnerSys Delaware, Inc. Full time

EnerSys is the global leader in stored energy solutions for industrial applications. We have over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of battery experience, EnerSys is the power/full solution for stored DC power products.

Learn More About Our Company

What We're Offering

  • Paid time off plus paid holidays
  • Medical/dental/vision insurance plan
  • Life insurance, short/long term disability, tuition reimbursement, flex spending, and employee stock purchase plan
  • 401K plan
  • Culture: We value and strive for excellence in all that we do through innovative technology by creating long lasting relationships with our stakeholders, co-workers, and customers. We continentally strive to foster teamwork, engagement and enhance our employee's skills and competence by providing appropriate training.
Compensation Range: 25-30/hr

Compensation may vary based on applicant's work experience, education level, skill set, and/or location.

Job Purpose

Alpha Technologies Services has an immediate need for a Level II Product Technical Support Representative (TSR). This position provides technical support for Telecom, Broadband, Battery, and Industrial products to customers. The position will provide thorough and timely professional responses to customers, sales staff, and inside support staff.

Essential Duties and Responsibilities
• Technical support for Power Electronic and Battery products in a help desk environment
• Track and document technical incidents in a CRM
• Utilize a call center environment and its required applications
• Review technical questions and develop timely, competent answers for customers and staff
• Communicate with multiple departments to ensure customer satisfaction
• Document known technical issues and write knowledge base articles
• Assist and help develop application notes in collaboration with Engineering and Product Management
• Provide technical assistance to service centers/repair depots
• Participate in department and company meetings such as product failure analysis, customer historical analysis, procedure development, and modification
• Take a leadership position when needed
• Assist with reports and testing equipment as needed
• Support after-hours emergent calls on a rotating basis

Qualifications

Minimum Qualifications
• 2-4 years of previous customer service and or call center experience
• Basic knowledge of Microsoft Office
• 2-4 years of mechanical or electrical aptitude
• Previous experience working with hand and power tools
• Able to read with comprehension and write documents (such as customer correspondences, memos, and reports) in English
• Able to perform basic math such as add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals

Preferred Qualifications
• A thorough understanding of power electronics and electrical concepts
• Familiarity with electrical test equipment, reading schematics, and troubleshooting
• 2-4 years of technical education in Engineering, Electrical Power, or a similar study
• 2-4 years of previous Broadband or Telecom installation, field support, or service
• Salesforce CRM experience

General Job Requirements
  • This position will work in an office setting, expect minimal physical demands.
  • Exposure to; electromagnetic fields of varying intensity and or frequency
  • Risk of electrical shock.


EnerSys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. EEO/Minority/Female/Vets/Disabled

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