Electrical Systems Technical Support Specialist - Positive Work Culture

Company Overview:

CWR Wholesale Distribution is a full-service wholesale-only distributor of over 300 brands in the recreational and commercial marine, outdoor, RV, and consumer products markets. With substantial inventory depth and breadth, competitive prices, 24/7 online account management and superior customer service, CWR continues to be a leader in each of the markets it serves. As we continue to grow, we are seeking a dedicated Electrical Systems Technical Support Specialist to join our team and provide exceptional support to our customers.

Position Overview:

As an Electrical Systems Technical Support Specialist, you will play a crucial role in ensuring our customers receive prompt and effective technical assistance and advice regarding products from companies such as Victron, Xantrex, Mastervolt, and others. You will be responsible for responding to customer calls and emails, diagnosing technical and installation issues, providing troubleshooting guidance, and delivering solutions to address customer needs. The ideal candidate will have a strong technical background in electrical products and applications, excellent communication skills, a thorough understanding of AC and DC electrical systems, and a passion for delivering outstanding customer service.

Key Responsibilities:

Respond promptly to customer inquiries and technical support requests via phone, email, or other communication channels.

Diagnose and troubleshoot technical issues related to electrical systems products including batteries, chargers, inverters, power supplies, solar charge controllers, and voltage converters in boats, RVs, conversion vans, off-grid and solar applications, and others.

Provide clear and concise explanations of technical concepts, procedures, and solutions to customers of varying technical backgrounds.

Collaborate with external manufacturing teams, including engineering, product development, and quality assurance to resolve complex technical issues and drive product improvements and new product development.

Document customer interactions including support tickets, service requests, and resolution details in the customer support database.

Escalate unresolved issues to senior technical support staff or engineering teams as needed, ensuring timely resolution and customer satisfaction.

Gather feedback from customers regarding their experiences, challenges, and suggestions for improvement, and communicate this information to the management team.

Adhere to company policies, procedures, and quality standards, maintaining professionalism, integrity, and confidentiality in all customer interactions.

Qualifications:

Bachelor's in Electrical Engineering, Electrical Technology, or related field preferred but candidates with Knowledge of or certification in ABYC Electrical standards, NMEA networks, RV-C, and CAN bus systems will be considered.

Previous experience in a technical support role, preferably in the electrical products or manufacturing industry.

Strong understanding of electrical principles, circuits, components, and systems

Ability to read, understand, and possibly create wiring diagrams – Solidworks or similar program knowledge a plus.

Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively.

Strong problem-solving abilities and attention to detail, with the ability to diagnose and troubleshoot complex technical issues.

Customer-focused mindset, with a commitment to delivering exceptional service and exceeding customer expectations.

Ability to work independently and collaboratively within a team environment, demonstrating flexibility, adaptability, and a positive attitude.

Willingness to work flexible hours if/when needed.

If you are interested in joining our team as an Electrical Systems Technical Support Specialist, please submit your resume, cover letter, and salary requirements via this portal, or directly to [email protected].