Senior Technical Support Representative
$72,000–$80,000 year
HybridRichmond, British Columbia, Canada
Job Summary
Provide front-line technical support via phone, email, and ticketing systems to distributors, installers, and OEM partners, assisting in commissioning, diagnosing, and resolving product, configuration, or performance issues. Manage complex or recurring service cases by escalating to the Technical Service Manager or Engineering team with detailed analysis and supporting data. Accurately log customer interactions, troubleshooting steps, and resolutions in HubSpot, generate RMA requests, and coordinate replacement logistics with operations. Maintain expert-level familiarity with DES product lines, including BMS, integrated inverters, and energy storage systems, while staying current with firmware and configuration updates. Deliver timely, clear communication to customers throughout case handling and support channel education through product training sessions and updates to service manuals. Provide structured feedback to Engineering and Product teams to improve product reliability and service processes, while assisting junior representatives and contributing to SOP development. Evaluate warranty eligibility based on system data and guide customers through RMA procedures. Work remotely or onsite in Richmond, BC, with a hybrid schedule of three days in the office and two days remote.
Required Qualifications
- Technical diploma or degree in Electrical, Mechatronics, or related engineering field
- Over 2 years of experience in technical support or field service roles within lithium battery, solar, or power electronics industries
- Over 2 years of experience in direct customer communication and interaction
- Proficiency with diagnostic tools, data logging software, and communication protocols (CANbus, Modbus, RS485)
- Strong analytical, troubleshooting, and customer service skills with an ability to interpret and explain technical concepts clearly
- Experience using CRM or service ticketing systems (e.g., NetSuite, HubSpot)
- Experience using Microsoft office (e.g., Excel, Word, Teams) and basic data analysis skills (plotting/reading graphs)
- Excellent written and verbal communication skills
- Highly organized and self-directed, with the ability to manage multiple priorities in a fast-paced environment
- Candidates must be located in the Lower Mainland
- Hybrid work schedule: 3 days per week in the Richmond, BC office and 2 days per week remote
Desired Qualifications
- Bachelor's degree preferred
- bilingual in English/French or Spanish
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