What are the responsibilities and job description for the Technical Support Engineer (Lithium -ion) position at C&D Technologies?
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Department : Customer Quality / Technical Support
Reporting to : Customer Quality Manager
Classification : Full-time
Location : Remote
Summary
C&D Technologies and Trojan Battery Company have a proven history of innovation in the standby power, motive battery and energy storage world for nearly 100 years. Together since 2019, we are rapidly growing and will continue to maintain position at the forefront of the industry. To aid in this growth, we are placing a large focus on improving communication and support to customers who use our products.
The Lithium Technical Support Engineer (TSE) is primarily responsible for providing product assistance to Motive Power, customers and Master Distributors via the Technical Support Hotline, e-mail and instant messaging. Support will be primarily focused on lithium-ion batteries in motive applications but will also include lead-acid batteries. In addition, the TSE must maintain records of customer issues and inquiries as they relate to battery applications to ensure product and document integrity and effectiveness. Monthly summaries of Motive Power / Lithium-ion support activities will be created and presented to management for analysis. The TSE will also support the Quality Analyst as needed by processing warranty claims or credits.
The ideal candidate is customer focused and process oriented. The Technical Support Specialist will encounter unexpected issues from customers and must be able to quickly process information to troubleshoot and evaluate solutions and their potential consequences to develop and communicate the safest and most effective path forward. In some cases, support may require gathering additional information and following up with the customer in a timely manner.
The overall goal of the department is to ensure customers are getting the maximum performance and life from their battery through communication.
Primary Responsibilities
- Provide timely technical assistance to both internal and external customer inquiries via phone, email and instant messaging
- Typical support hours M-F 9AM-6PM EST.
- On-call after hours phone support on rotating schedule
- Maintain records of inquiries for analysis
- Provide feedback and recommendations regarding common issues and inquires to quality, engineering and sales by creating a monthly report or presenting during management meetings
- Follow and enforce quality procedures for product troubleshooting, warranty and return
- Assist in creation and tracking of RMA products
- Assist in warranty or customer feedback processing
- Develop and maintain frequently asked questions (FAQ) and answers document
- Occasional travel may be required for training and development (2-4 trips per year, weekdays only)
Required Experience & Skills
Preferred Experience & Skills
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