Technical Service Representative III
About Mission Critical Electronics
Mission Critical Electronics, LLC (MCE) is a leading provider of innovative power solutions and electronic systems for mission-critical applications. With a portfolio of trusted brands including Kussmaul Electronics, Newmar Power, DuraComm, ASEA Power, Purkeys, Xantrex, Magnus, and ZeroRPM, we serve customers across emergency response, transportation, marine, industrial, and defense sectors.
Our Mission
We design, manufacture, and deliver reliable power solutions that keep critical systems running when they matter most. From fire trucks and ambulances to marine vessels and industrial equipment, our products ensure reliable operation in demanding environments.
Why Join MCE?
- Innovation-Driven Culture: Work with advanced technologies and products serving mission-critical applications.
- Industry Leadership: Join a company with decades of expertise and a reputation for quality and reliability.
- Growth Opportunities: We invest in our people through training, development, and career advancement.
- Comprehensive Benefits: Competitive compensation, medical/dental/vision insurance, 401(k) with company match, paid time off, and more.
- Collaborative Environment: Work alongside talented engineers, technicians, sales professionals, and customer care teams.
- Stability and Security: Be part of a financially strong organization serving essential industries.
About the Role
The Technical Service Representative III is responsible for providing high-quality technical product support to customers, helping diagnose and resolve product-related issues while ensuring a positive customer experience.
This is a customer-facing technical service role focused on MCE products and applications.
The Technical Service Representative III serves as a key point of contact for customers experiencing technical or product-related issues. The position works directly with customers to understand their concerns, troubleshoot problems, identify appropriate solutions, and ensure issues are resolved in a timely and professional manner.
The role is also responsible for administering and tracking Return Material Authorizations (RMAs), maintaining accurate records of customer issues and resolutions, and following up with customers to confirm that solutions have been effective and that they are satisfied with the outcome.
When additional expertise or coordination is required, the Technical Service Representative III works closely with Customer Care, Sales, Engineering, Quality, and other internal teams to facilitate effective resolution.
Key Responsibilities
- Provide technical product support to customers by phone, email, and other approved communication channels.
- Respond to customer questions and technical service issues involving MCE products, applications, installation, operation, troubleshooting, and performance.
- Gather relevant information from customers to accurately understand and diagnose reported product issues.
- Guide customers through troubleshooting steps and recommend appropriate corrective actions or solutions.
- Take ownership of customer technical service cases from initial contact through resolution.
- Document customer inquiries, troubleshooting activities, actions taken, and final resolutions accurately in the appropriate systems.
- Administer, issue, and track Return Material Authorizations (RMAs) in accordance with company policies and procedures.
- Coordinate RMA activity with customers and internal departments to ensure returned products are properly tracked and processed.
- Maintain visibility of open technical service cases and RMAs and proactively follow up on outstanding items.
- Follow up with customers after resolution to confirm that the issue has been successfully addressed and assess customer satisfaction with the resolution.
- Escalate product-related technical issues to Engineering, Quality, or other subject matter experts when additional technical expertise is required.
- Interface with Customer Care, Sales, Engineering, Quality, and other departments as needed to resolve customer issues efficiently and effectively.
- Communicate technical information and recommended solutions to customers in a clear, professional, and easy-to-understand manner.
- Identify recurring customer or product issues and communicate trends to the appropriate internal teams.
- Provide customer feedback to Engineering, Quality, Sales, and other stakeholders to support product and process improvements.
- Maintain strong working knowledge of MCE products, applications, technical documentation, and service procedures.
- Assist in developing and maintaining troubleshooting guides, FAQs, service procedures, and other technical support documentation.
- Share product and troubleshooting knowledge with other Technical Service Representatives and provide guidance on more complex customer issues when needed.
- Maintain a professional, responsive, and customer-focused approach throughout the service and resolution process.
Minimum Qualifications
- Associate degree, technical diploma, trade certification, or equivalent combination of education and relevant technical experience.
- Minimum of 5 years of experience in technical product support, technical customer service, field service, product troubleshooting, electronics, electrical systems, or a related technical service environment.
- Demonstrated ability to troubleshoot technical product issues and identify practical solutions.
- Experience working directly with customers to resolve technical or product-related concerns.
- Experience documenting, tracking, and managing customer service or technical support cases.
- Strong verbal and written communication skills.
- Strong customer service skills with the ability to communicate technical information clearly to customers with varying levels of technical knowledge.
- Strong organizational and follow-up skills with the ability to manage multiple open customer issues simultaneously.
- Ability to read and understand product manuals, technical documentation, specifications, diagrams, and troubleshooting procedures.
- Ability to collaborate effectively with Customer Care, Sales, Engineering, Quality, and other cross-functional teams.
Preferred Qualifications
- Experience supporting electrical, electronic, power conversion, battery, charging, mobile power, marine, transportation, industrial, or related technical products.
- Knowledge of electrical and electronic troubleshooting principles.
- Experience administering and tracking RMAs, warranty claims, product returns, or repair/service processes.
- Experience working with CRM, customer service, case management, or RMA tracking systems.
- Experience supporting customers, distributors, dealers, installers, technicians, or other technical end users.
- Experience working in a manufacturing, electronics, automotive, marine, transportation, industrial, or other technical product environment.
- Demonstrated ability to investigate recurring product issues and communicate findings to Engineering or Quality teams.
- Experience mentoring or providing technical guidance to other customer service or technical support team members.
Key Skills and Competencies
The successful candidate will combine strong technical troubleshooting capabilities with excellent customer service and communication skills. The role requires the ability to listen carefully to customer concerns, gather relevant technical information, determine appropriate troubleshooting steps, and drive issues through to resolution.
Strong case management and follow-up skills are essential, particularly when coordinating RMAs or cases requiring involvement from multiple departments. The Technical Service Representative III must be comfortable working cross-functionally with Customer Care, Sales, Engineering, and Quality while maintaining ownership of the customer experience.
Success in this position is measured not only by resolving technical issues, but also by ensuring customers receive timely communication, appropriate follow-up, and a professional service experience throughout the resolution process.
Compensation
This position is approved for an annual salary of $75,000.
Equal Opportunity Employer
Mission Critical Electronics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
