Technical Support Representative II at Mission Critical Electronics – Elkhart, Indiana

About Company:

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, 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 uninterrupted operation in the most demanding environments.

Why Join MCE?

• Innovation-Driven Culture: Work with cutting-edge technology and contribute to products that save lives and protect communities
• 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, and professionals who are passionate about what they do
• Stability and Security: Be part of a financially strong organization serving essential industries

Our Values

• Quality Excellence: We hold ourselves to the highest standards
• Customer Focus: We listen, respond, and deliver solutions that exceed expectations
• Innovation: We continuously improve and adapt to meet evolving needs
• Integrity: We do what's right, even when no one is watching
• Teamwork: We succeed together

Our Locations

With facilities across North America and the UK, we combine the resources of a multi-brand organization with the agility and personal touch of a dedicated team.

Join Our Team

Whether you're an experienced professional or just starting your career, MCE offers opportunities to make a real impact. We're looking for talented individuals who share our commitment to excellence and want to be part of something meaningful.

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.

About the Role:

The Technical Support Representative II plays a critical role in ensuring customer satisfaction by providing advanced technical assistance and troubleshooting support for a variety of products and services. This position involves diagnosing complex technical issues, guiding customers through problem resolution, and escalating cases when necessary to specialized teams. The role requires effective communication skills to translate technical information into clear, understandable terms for customers of diverse backgrounds. Additionally, the representative will contribute to improving support processes by documenting solutions and providing feedback to product development teams. Ultimately, this position aims to enhance the overall customer experience by delivering timely, accurate, and empathetic technical support.

Minimum Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field preferred.
• At least 2 years of experience in a technical support or customer service role.
• Strong understanding of computer systems, software applications, and networking fundamentals.
• Proven ability to troubleshoot and resolve technical issues effectively.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Experience supporting SaaS or cloud-based products.
• Familiarity with CRM and ticketing systems such as Zendesk, Salesforce, or Jira.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional.
• Experience working in a remote or distributed team environment.
• Bilingual abilities or proficiency in additional languages.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat, addressing technical issues related to products or services.
• Diagnose and resolve complex technical problems by analyzing symptoms, replicating issues, and applying appropriate solutions or workarounds.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the support ticketing system.
• Collaborate with cross-functional teams including engineering, product management, and quality assurance to escalate and resolve unresolved issues.
• Provide feedback on recurring problems and suggest improvements to product features or support processes to enhance customer satisfaction.
• Assist in training and mentoring junior support staff to improve team knowledge and performance.
• Stay current with product updates, industry trends, and new technologies to provide informed support and recommendations.

Skills:

The required skills enable the Technical Support Representative II to efficiently diagnose and resolve customer issues by applying technical knowledge and problem-solving techniques. Strong communication skills are essential for clearly explaining complex technical concepts to customers with varying levels of expertise, ensuring a positive support experience. The ability to document cases thoroughly supports knowledge sharing and continuous improvement within the team. Preferred skills such as familiarity with CRM tools and certifications enhance the representative’s capability to manage cases effectively and stay current with industry standards. Together, these skills empower the representative to deliver high-quality support, contribute to team success, and foster customer loyalty.