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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support for power-electronic equipment, including troubleshooting, customer service, and cross-functional coordination. Proficient in using CRM systems for case management and documentation, with strong communication skills to guide less-experienced personnel.
Highest-signal resume keywords
Technical Support ExperiencePower-Electronic Equipment KnowledgeCRM Case ManagementStructured TroubleshootingCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingPower-Electronic Equipment ArchitectureAC and DC Electrical FundamentalsIP AddressingNetwork ProtocolsReading SchematicsSalesforceMicrosoft OfficeTechnical DocumentationField Service Coordination
Soft Skills
Problem-SolvingActive ListeningCommunication SkillsIndependenceTeam Collaboration
Tools & Technologies
SalesforceJira8x8Web-Based Technical Support Resources
Certifications & Qualifications
Two-Year Degree in Electrical Engineering TechnologyJourneyperson Electrician Training
Industry Keywords
Technical SupportHelp-DeskContact-CenterField ServiceIndustrial Power ElectronicsUPS SystemsEnergy StorageTelecommunicationsData-Center Applications
About the role
Key responsibilities & impact- Provide experienced technical support for assigned products in a help-desk and contact-center environment.
- Maintain active availability in assigned 8x8 contact-center queues and respond to customer, field technician, Sales, and internal support requests through approved channels.
- Track and document technical incidents in Salesforce Alliance.
- Own assigned cases from initial intake through resolution and closure, including follow-up, status communication, escalation, and confirmation of completed actions.
- Review routine and moderately complex technical questions, conduct structured troubleshooting, and develop timely technical answers.
- Maintain complete case notes covering troubleshooting, actions, escalation activity, and final resolution.
- Determine when issues require known solutions, Level III, Field Service, Engineering, Quality, Product Management, or another resolver group.
- Coordinate cross-functional issue resolution with Engineering, Quality, Product Management, Field Service, Sales, service centers, and repair depots.
- Coordinate customer site visits with Field Service and provide documented procedures and virtual technical support.
- Document known technical issues and create or maintain knowledge-base articles.
- Contribute to application notes and product-specific training or eLearning content.
- Provide technical assistance to service centers and repair depots.
- Participate in product-failure analysis, customer-history analysis, procedure development, procedure modification, and other issue-resolution activities.
- Provide technical guidance to Level I Technical Support personnel and assist with escalated cases or team coverage.
- Support cross-department issue alignment and technical-support process and knowledge improvements.
- Utilize AI and/or Chatbot when needed.
- Assist with reports and testing equipment as needed.
Requirements
What you’ll need- A two-year degree or technical diploma in Electrical Engineering Technology, Electronic Engineering Technology, Industrial Electronics, Power Systems, Electronic Repair, Technology, or a closely related technical field; recognized journeyperson electrician training; or equivalent.
- Three or more years of directly related experience in technical support, electrician work, electronics technology, field-service support, electrical/electronic repair, or troubleshooting of power-electronic equipment.
- Demonstrated experience supporting customers or technicians in a help-desk, contact-center, technical-service, or comparable remote-support environment.
- Strong knowledge of power-electronic equipment architecture, AC and DC electrical fundamentals, system integration, structured troubleshooting, and 120/240 V split-phase power solutions.
- Ability to read and interpret schematics, wiring diagrams, technical drawings, product manuals, procedures, logs, alarms, and fault information.
- Working knowledge of IP addressing, subnetting, connectivity, and network protocols; independently troubleshoots common network issues.
- Experience using a CRM or case-management system to document, categorize, prioritize, track, escalate, resolve, and close technical incidents.
- Strong problem-solving skills and judgment to distinguish between known solutions, Field Service requirements, and escalations.
- Excellent customer-service, active-listening, telephone, written, and verbal communication skills.
- Ability to work independently with limited direct supervision, manage multiple cases and priorities, remain composed during high-impact issues, and follow through on commitments.
- Ability to provide technical guidance to less-experienced Technical Support personnel and contribute effectively in cross-functional meetings and issue-resolution activities.
- Intermediate proficiency with Microsoft Office or Microsoft 365 applications and web-based technical support resources.
- Demonstrated record of providing quality customer support in a tier-one, tier-two, or comparable technical-support environment.
- Preferred: Bachelor's degree in Electrical Engineering, Electrical or Electronic Engineering Technology, or a related technical discipline.
- Preferred experience with EnerSys products or industrial power electronics, UPS or DC power systems, batteries or energy storage, inverters or rectifiers, controls or monitoring, telecommunications, broadband, or data-center applications.
- Preferred experience with Salesforce, Jira, 8x8, or comparable CRM and contact-center platforms.
- Preferred experience creating knowledge articles, technical procedures, application notes, product training, or eLearning content.
- Preferred experience supporting new-product introduction, Field Service coordination, project work, or structured failure-analysis activities.
- Preferred experience coaching or mentoring peers, providing technical guidance, or supporting escalated technical cases.
Benefits
Comp & perks- Paid time off plus paid holidays
- Medical/dental/vision insurance plan
- Life insurance
- Short/long term disability
- Tuition reimbursement
- Flex spending
- Employee stock purchase plan
- 401K plan
- Appropriate training to enhance employee skills and competence