Customer Technical Assistance Center Manager - Urgent Role

Job Title: Customer Technical Assistance Center Manager

Job Description:

Trystar is a leader in power inverters, distribution equipment, and related services at the heart of supporting our electrical infrastructure. Our team members focus on producing the highest quality products in the industry and providing industry-leading service. Safety and integrity are our guiding principles, and we work together to achieve excellence for our customers every day.

Trystar’s team members are our most important asset, and this position plays a critical role in achieving our strategic objectives. We are in search of a Customer Technical Assistance Center Manager, responsible for guiding and developing the Customer Technical Assistance Center team for Trystar. Under the leadership of the Sr Manager of Customer Experience, the Customer Technical Assistance Center Manager is responsible for developing and executing a strategy to enhance Trystar’s ability to intake and respond to customer requests and escalations. You will get to drive process improvement, tool development and training required to best serve our customer’s needs. The Customer Technical Assistance Center Manager will get to work closely with Customer Experience, Sales and our customers to understand custom application needs, provide technical assistance and propose solutions. The Customer Technical Assistance Center Manager will be responsible for continuously improving the tools and processes leveraged by the Customer Technical Assistance Center team to respond to inquiries. This is a fantastic opportunity for a talented and motivated individual who is eager to share their knowledge with others and take the next step in their career.

• Safety – We believe everyone should leave Trystar facilities in the same or better condition than when they arrived.
• Integrity – We’re honest, transparent, and committed to doing what’s right.
• Customer focus – We have relentless focus on our customers and their success.
• Right with speed – We use good judgement, make thoughtful decisions quickly, and execute them with purpose and intensity.
• Play for each other – We’re a team. We show up for each other and we know that through teamwork we achieve greatness.
• Champion change – We know adaptation and improvement are requirements to survive and to thrive.
• Enjoy the journey – We create an environment where our team feels appreciated and has fun along the way.

• Develop and lead a team of technical professionals
• Create Trystar’s culture for relentless focus on our customers and their success
• Lead the customer inquiry and problem resolution
• Case manage customer inquiries to a satisfactory conclusion
• Develop tools, processes and procedures within technical support team to enhance overall customer experience
• Maintain up to date technical data on all products and offerings
• Maintain expert level of product knowledge, applications and problems customers are trying to solve
• Maintain professional business relationships with customers, field sales reps, independent reps, Customer Experience Team
• Collect and analyze escalation request data to identify opportunities for continuous improvement

Basic Qualifications

• Bachelors degree
• Outstanding communication, presentation, and leadership skills
• Experience in leading service teams or other technical support teams
• Ability to use digital tools to capture and respond to customer requests
• Experience working with customers in a customer support or sales role
• Experience in the electrical power transmission & distribution market a plus

Additional Qualifications

• Electrical or Engineering background
• Experience working as an Application Engineering
• Highly motivated, passionate, with exceptional written and verbal communications skills
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
• High comfort level establishing and growing relationships with customers, partners and internally
• Continuous improvement mindset