Technical Customer Service Representative II

Who We Are

Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our web site at www.sens-usa.com.

Summary

The Technical Customer Service Representative II (CSR II) is a key member of the post-sales support team, responsible for ensuring a positive and professional customer experience. This role provides assistance with troubleshooting, coordination of service and repair activities, and quality oversight related to customer equipment and DC Power Systems. The CSR II works cross-functionally with internal teams to address customer issues promptly and accurately. Additional duties include administrative support and quality review of completed field service work.

Responsibilities

Customer Communication & Support

• Serve as the initial and second-level contact for customer service and support.
• Identify customer needs and coordinate with internal departments (Sales, Service, Technical Support, Production, and Management).
• Provide troubleshooting guidance and direct customers to online resources such as manuals, technical documentation, and software updates.

Service Coordination & Quality Assurance

• Monitor and respond to live chat requests via the company website and route inquiries accordingly.
• Handle administrative follow-up for product returns and repairs.
• Generate return/repair requests and manage customer interactions in the ticketing system.
• Collect and document key service details including shipping preferences, problem descriptions, and service expectations.
• Conduct quality review and documentation of completed field service installations to ensure work meets company standards and customer expectations.
• Follow up with customers post-installation to verify resolution, satisfaction, and identify any lingering or new issues.

Billing and Administrative Support

• Assist with customer billing, invoicing issues, credit issuance, and adjustments.
• Perform clerical duties such as filing, proofreading, report generation, and basic technical documentation.

Required Qualifications

• 2+ years in a technical or manufacturing setting related to electronics.
• 1+ year in customer-facing roles such as service, technical support, or dispatch.
• Strong verbal and written communication, with professional phone and email etiquette.
• Excellent multitasking, prioritization, and decision-making ability.
• High attention to detail, especially with complex or technical matters.
• Proficiency with Microsoft Office Suite, VPNs, and network-based file systems.
• Strong interpersonal skills and customer-focused attitude.

Preferred Qualifications

• Associate degree or trade school certification.
• Familiarity with reading schematics or using diagnostic tools like a voltmeter.
• Experience reviewing or inspecting field service work or technical installations.
• Experience with networking troubleshooting.
• Experience with battery or charger systems, generators, or telecommunications.

Closing Date: April 30th, 2026. While we expect to keep the position open through this date, the posting may be extended or closed early based on applicant volume and hiring needs.

Location: This role is located on-site in Hatfield, PA.

We offer an exciting and competitive total compensation package designed to inspire! This includes generous paid time off, holidays, as well as comprehensive benefits including medical, dental, vision, short-term disability, life insurance, and an outstanding 401k matching program where employees are instantly vested.

At SENS, our culture is rooted in a set of core values that reflect who we are and how we work. In a recent 2025 poll, our employees identified the values that best define us: “Innovative”, “Respectful”, “Inviting”, “Flexible”, “Collaborative”, and “Growth Driven”. Our team describes us as a dynamic, forward-thinking company where everyone has the opportunity to thrive.

At SENS, we pride ourselves on being an equal opportunity employer, fully dedicated to fostering inclusion and diversity. We welcome all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristic.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.