Associate Technical Support Specialist

NRG Systems

Location: Hinesburg, VT

Type: Full Time

Education: Associate's Degree

Experience: 1 - 2 Years

This is an entry-level position in the Technical Services (TS) department. As a member of our Technical Services team, the Associate Technical Support Specialist will work with both U.S. and international customers to address technical inquiries associated with our products and their applications in the renewable energy industries and beyond.

The key focus of this team-oriented position is to work under the supervision of the TS Team Leader on instrument repair and warranty administration and to provide solutions to customers’ technical issues and product troubleshooting. This position will interact with a diverse customer base that includes wind developers, utilities, academic institutions, and governments, and will also interface on a regular basis with other internal departments such as Engineering R&D, Sales, Marketing and Manufacturing.

This position works under the guidance of the Technical Services Team Leader and 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.

Primary Responsibilities

Administrative Responsibilities

Serve as Repairs and Maintenance (RMA) administrator – Process daily repair orders, follow up on outstanding repairs, and identify inefficiencies or problem areas for the repair process
Update department procedures for internal and customer communications
Provide supplemental instructions for all customers
Assist in maintaining Tech Support Wiki
Assist with writing and revising 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 the 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
Contribute to innovation challenges

Qualifications
Two-year or four-year college degree
Minimum of 1-year relevant customer service experience
Ability to work closely and interact with a team on a wide range of tasks
Proficiency with computers and standard applications (MS Office preferred)
Exceptional verbal and written communication skills; technical writing experience a plus
Technical aptitude – familiarity with electronics, knowledge of HTML/web and cellular communications technology highly desirable
High level of initiative required
Good self-motivation and self-direction abilities
Ability to interact effectively with a diverse domestic and international customer base
Excellent organizational skills and ability to prioritize
Professional 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 understanding or familiarity of CRM software is desirable

Working Conditions/Physical Requirements
Work performed in a climate-controlled office environment
Primarily duties performed in a seated position
For field work, may be required to lift and pull

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