Job description
We empower smarter business operations by connecting equipment, software, and services to protect, control and optimize assets within electrical infrastructures. The business provides customers, across various industries, with end-to-end product and service solutions ensuring the reliability and protection of their electrical infrastructure. We provide the latest industry insights and technology to develop solutions needed to meet customers evolving challenges, including innovative critical power solutions designed for high reliability and performance. Our culture is one of quality and operational excellence fueled and supported by talented people, tools and processes, and expertise.
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OmniOn Power currently has a Technical Support Specialist opportunity available.
The Technical Support Specialist provides remote technical support and expertise to customers using OmniOn Power products and services. Assists customers in resolving technical issues and communicates with the customer as needed to fulfill requests and manage cases. Monitor and support resolution of product quality issues – be the “voice of the customer”. Create Salesforce RMA, parts, and field service support case referrals as needed or requested to meet customer requirements. Conduct all business activities in a professional and courteous manner.
This role can be 100% remote in the Central, Mountain or Pacific time zones.
Preferred cities are:
Central
Plano, TX - The role will be on-site if it is located in our Plano, TX headquarters.
Houston, TX
Minneapolis - St Paul, MN
Chicago, IL
St Louis, MO
Mountain
Denver, CO
Phoenix, AZ
Pacific
Los Angeles, CA
San Francisco, CA
Seattle, WA
Responsibilities
The Technical Support Specialist will:
- Ensure the resolution of customer technical support issues coordinating with Sales, Operations, Quality, Logistics and other internal and/or external teams as needed.
- Coordinates with various business units to provide for customer parts repair, replacement, and analysis of failed parts as required.
- Provide documentation on OmniOn Power products and services to internal and external customers.
- Recommends appropriate solutions for customer requests, and coordinates with related teams to ensure complete handling of the request (e.g. production capability with service coordinator, scheduling with project manager, quotes, price lists).
- Proactively informs customers about issue status based on inputs and clarifies any questions.
- Ensures a positive customer experience throughout the entire process.
- Prepares and analyzes regular statistics with the technical support manager using available tools and relevant information collected.
- Tracks target performance with technical support manager and provides results to management.
ELIGIBILITY REQUIREMENTS: OmniOn Power will only employ those who are legally authorized to work in the United States for this opening. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Basic Qualifications:
- High School Graduate with five years of experience in telecommunications environment in an installation, operations, or engineering role
- Experience with and knowledge of DC Power
- Required to participate in after-hours weekly on-call rotation phone support
- 5-10% domestic travel
Desired Characteristics
- Associate or Bachelors Degree
- Ability to work with cross-functional teams to build/improve effective processes
- Ability to deliver on commitments and follow through
- Strong problem-solving skills
- Ability to multitask with a strong sense of priority
- Ability to work independently and as a strong team player
- Strong verbal and written communication skills
- Able to effectively interface with all levels of the organization as well as internal and external customers
- Demonstrated proficiency with Microsoft office applications
- Salesforce experience a plus
US Pay Ranges
$85,000—$105,000 USD
We are an Equal Employment Opportunity Employer (EEO).
All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
