This position of Technical Support Specialist has been established to assist the Technical Services Department along with the other Technical Support Specialists and Technical Training Specialists, with the various responsibilities and duties required to support and train the Field Engineers, PowerSecure partners, PowerSecure products, and PSS traditionally serviced equipment across the company’s entire footprint. This can also include training any outside customers or field engineers on general power generation subjects creating revenue.

Specifically, the primary goal of all Technical Support Specialists is to provide and deliver phone and, when necessary, onsite support and/or training to promote a safe, sound diagnosis, repair, or preventative maintenance inspection on all company serviced equipment. A brief overview of the primary function of this position will include answering the 24/7 Technical Support Hotline, answering emails in Technical Support IMAP, daily research of problems brought to us from the Field Engineers, research and development of Technical Bulletins, support and on-the-job training of Field Engineers, and assist with ongoing training courses as a trainer when needed by the Technical Training Group.

At all times, you will conduct yourself as a team player with high integrity and always treat your colleagues with respect. You must be capable of receiving constructive feedback toward the betterment of yourself and the responsibilities you are assigned.

Given the nature of “Training & Support”, this position does require a high level of flexibility with regard to potentially required working hours and/or travel. You can expect to be available for a minimum of 50 hours per week, or more as needed and required for completion of tasks associated with this position.

Primary Job Duties and Responsibilities:

• Based on a scheduled rotation between all Technical Support Specialists, you will be required to be available and answer inbound support calls, Monday – Friday, 8:00 AM - 6:00 PM Eastern Time and afterhours rotation 6:00 PM to 8:00 AM including Saturday and Sunday 24 hours a day (excluding approved time off). During day shift there are 3 Specialist assigned, 1st, 2nd, and 3rd. During night shift and weekends, 2 specialists are on call, the phone system rotates through the assigned. This support is the first line of defense to assist with Engineer requests and support to the varying technical support needs they require during normal business hours.
• At times during support calls, you will be required to complete extensive research to resolve a problem and offer required support. This may require you to purchase and/or download technical documentation. At those times, when finished with the specific issue at hand, the acquired documentation should be transferred to Director of Technical Services and Manager of Technical Support for service file updates, record keeping, and knowledge continuity, so all Support and Training staff is aware. This may include OEM service bulletins, wire diagrams, service manuals, code books, equipment interface software, etc.
• You will be relied upon based on scheduled rotation between all Technical Service Specialist and Technical Training Specialists, for monthly field engineer quiz creation and grading.
• It is a requirement of this position that you participate in continuing education to maintain and/or improve your knowledge base on the always changing technology of our field.
• Achieve and maintain an EGSA Journeyman Certification.
• You will also be required to become extremely familiar with our industry standard OEM Maintenance recommendations, NFPA requirements, Rice NESHAP requirements, and any other AHJ’s requirements that maintain jurisdiction over sites we service and/or repair to assist our technicians in proper maintenance and repair practices to ensure our systems meet compliance.
• At times, you may not be able to resolve an Engineers question or problem over the phone. In those instances, you may be required to travel to these locations to assist in person. This may be locally and/or another state based on requirement, workloads, and other resources available.
• It is a requirement that this position support their local regional office as needed with on-the-job training and support of Engineers as deemed necessary by local offices and approved by the Director of Technical Services or the Manager of Technical Services. On-the-job training will be reported back to the Director of Technical Training and Technical Services Coordinator for record keeping.
  o These “ride-along” sessions allow quality time with Engineers to promote further on-the-job
  training opportunities, ensure initial policy & procedure training was properly learned promote ongoing tooling and safety training, foster relationships to develop mutual trust and respect, etc.
• You will be relied upon as needed to create technical bulletins, based on research gathered or field based submissions, which may assist others in their daily tasks of repairs & service work.

Secondary Job Duties and Responsibilities:

• It may be required at times to assist with training material and scheduled in house training classes to include but not limited to: assisting with development of training curriculum, training aids, assist or leading instruction, set up/tear down of a training facility or mobile training facility/equipment, restocking of equipment, snacks, expendables, etc., general clean up, care and preparations of materials or amenities for trainees prior to training events, etc.
• You will be relied upon based on scheduled rotation between all Technical Services Representatives and Technical Trainers, for maintenance and record keeping of technical services database.

Special Requirements:

This position requires a minimum of 50% travel annually, as needed by the department and field engineer needs. At times, it may require up to 2 weeks travel per month during normal operations, with the possibly of 3 weeks during emergency storm response and/or training requirements as workload dictates.

You will be required to participate in reoccurring Conference calls between Technical Service Specialists, Technical Training Specialists, the Manager of Technical Services, and the Director of Technical Services to ensure departmental communication, discuss common problem topics, how to address and correct these topics, discuss upcoming training and support needs and schedules, and that we are all working towards a common goal.

Work Environment:

The work environment characteristics described herein are a representative of those a team member encounters while performing the essential functions of this job.

The work environment includes ambient room temperatures, well-lit work areas and traditional office
equipment as found in a typical office environment. However, when working in the field for this position, there
will be exposure to dangerous equipment & other potential hazards requiring the use of personal protective
equipment such as safety glasses, arc flash suit, hot gloves, steel toe boots, ear protection.

Physical Demands:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally use hand tools, power tools, lift and/or move up to 100 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Conformance Statement:

In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work
  efforts with other employees and organizations.

Disclaimer:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.IND1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)