Technical Support Specialist

Reports to: Customer Experience Manager

The Technical Support Specialist is the first person a dealer technician, OEM, or system owner talks to when they have a problem with a Voltagen system. This is a hands-on role with two halves: part of the week is phone, email, chat, and ticket work, walking people through diagnostics and getting them to a resolution; the other part is in the building with the hardware, testing components, running system updates, and supporting repairs on the bench. The Technical Support Specialist is trained on Voltagen’s systems from the first day, works directly alongside the Customer Experience Manager, and will carry a growing share of the Service Department’s technical workload as proficiency builds. This is a full-time, on-site position at Voltagen’s Holland, Michigan facility. Employee is eligible for-profit share program after 6 months., * Customer Support & Communication o Act as the first point of contact for dealers, service centers, OEM technicians, and system owners across phone, email, Zoho Desk, and website chat (TIDIO).

• Explain technical information clearly to very different audiences; a professional dealer technician and a first-time owner need the same accuracy and completely different delivery.
• Handle sensitive conversations with patience and good judgment, including questions about warranties from the predecessor company that do not transfer.

Diagnostics & Technical Resolution

• Diagnose and resolve first-line issues: alternator charging, inverter and AC output, shore power charging, battery pack faults, taking and interpreting voltage readings, and guiding customers through firmware and system updates.
• Escalate anything complex or ambiguous to the Customer Experience Manager, and feed what you learn back into the team’s knowledge base.

Ticketing, Parts & RMA Coordination

• Own each ticket through its full life cycle, from intake to close, with documentation that another person can pick up cold and understand.
• Initiate Return Merchandise Authorizations for nonconforming material found during diagnosis, and document them correctly in the ticketing system.
• Coordinate parts orders, shipments, and tracking, working in Microsoft Dynamics 365 for sales orders, inventory, and payment records.
• Run reports on open tickets and follow up on anything with an open action item, so nothing stalls without someone knowing.

Hands-On Service Support

• Perform hands-on service work at the facility: component installation, system updates, and bench testing.
• Maintain assigned tools, service spare parts, and repair kits, with usage documented against the correct service project.

• Two or more years in a customer-facing role; it does not have to be technical.
• Strong verbal and written communication and a real customer service instinct; you stay clear and level under volume and under pressure.
• Solid problem-solving ability and genuine interest in how electrical and mechanical systems work.
• Basic electrical fundamentals (reading voltage, understanding DC and AC charging concepts), or clear ability to pick them up fast.
• Organized, proactive, and self-directed; you will be absorbing a lot of information quickly.
• Persistent curiosity; the kind of person who keeps asking until they actually understand something instead of nodding along.
• Comfortable working hands-on with hardware.
• Reliable on-site presence

Preferred

• A degree or coursework in electrical engineering, electronics, or a related technical field.
• Prior technical support, help desk, or dealer-facing service experience.
• Background in RV, automotive, over-the-road trucking, powersports, or battery and power systems.
• Familiarity with ticketing systems (Zoho Desk or similar), Microsoft Dynamics 365, and remote support tools such as TeamViewer.
• Proficiency with Microsoft Office.

Working Conditions and Physical Requirements

• On-site at a single-shift manufacturing facility, with regular work at a desk and phone plus time on the shop floor and at the bench.

• Ability to lift up to 50 lbs on occasion; lift assist equipment is available for heavier items, and this applies mainly when supporting repair work.

• Travel is not expected in the first year. As the role develops, occasional travel to customer sites, dealers, or OEM facilities may be added., Candidates must be legally authorized to work in the United States without company sponsorship. This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities, or activities that may be required. Duties, responsibilities, and activities may change at any time with or without notice.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance