This position reports directly to the Technical Services Manager. This position works in partnership with his or her team to achieve the goals of the Technical Services department plan that are in line with company values, culture, and philosophies.

• Serve as Repairs and Maintenance (RMA) administrator Process daily repair orders, communicate with customers and NRG repair technicians, and identify inefficiencies or problem areas in the repair process.
• Process product returns
• Update department procedures for internal and customer communications.
• Provide supplemental instructions to customers.
• Write and revise product documentation (e.g. manuals, instruction sheets).
• Assist with customer training sessions.

Technical Support Responsibilities

• Once trained, help provide timely responses to email contacts from [email protected].
• Serve as backup to Technical Support Specialists on day-to-day interface with customers – answer questions, email and review data for all technical product support activities, as well as help troubleshoot problems.
• Participate in new product testing for NRG products including cellular devices and internet services as well as products related to emerging technologies.
• Learn and maintain in-depth product knowledge on NRG product lines, including sensors, data loggers, iPacks, towers, and software.
• Assist with field installations.
• Help to provide updated information on third-party sensors where appropriate.
• Contribute to continuous improvement of department and company processes.

• Two-year or four-year college degree.
• Minimum of 1 year relevant customer service experience.
• Exceptional verbal and written communication skills; technical writing experience a plus.
• Ability to work closely and interact with a team on a wide range of tasks.
• Familiarity with logistics and exporting a plus.
• High level of expertise with Microsoft Office programs.
• Technical aptitude – familiarity with electronics, knowledge of HTML/web and cellular communications technology highly desirable.
• High level of initiative required.
• Good self-motivation, judgment, and self-direction abilities.
• Ability to interact effectively with a diverse domestic and international customer base.
• Excellent organizational skills and ability to prioritize.
• Professional, positive, and dependable manner.
• Ability to work in a fast-paced, challenging environment with strong attention to detail.
• Honesty and accountability.
• Ability to speak a foreign language is desirable.
• A basic familiarity with CRM software is desirable.
• Travel to field sites and customer visits.

• Work performed in a climate controlled office environment.
• Primarily duties performed in a seated position.
• For field work, may occasionally be required to lift and pull approximately 50 lbs.