Technical Support Representative II

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 Were Offering
Paid time off plus paid holidays
Medical/dental/vision insurance plan
Life insurance, short/longterm disability, tuitionreimbursement, 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 employees skills and competence by providing appropriate training.
Compensation Range:25-30/hr
Compensation may vary based on applicants 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 w