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Technical Service Agent

HRU-Tech

Warren, Michigan

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JOB DETAILS
SKILLS
Alternative Energy, Analysis Skills, Best Practices, Call Centers, Case Management, Claims Processing, Communication Skills, Content Development, Continuous Improvement, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Documentation, Driver's License, Electrical Components, Electricity, Energy Management, Equipment Maintenance/Repair, Grid Computing, Identify Issues, Interpersonal Skills, Knowledge Base, Leadership, Logistics, Maintenance Services, Mentoring, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multitasking, On Site Support, Operational Strategy, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Product Management, Product Support, Reconciliation, Salesforce.com, Software Design, Standard Operating Procedures (SOP), Support Documentation, Team Player, Technical Leadership, Technical Support, Technical Writing, Time Management, User Documentation, Wi-Fi, Writing Skills
LOCATION
Warren, Michigan
POSTED
Today

Technical Service Agent – GM Energy Home (2nd Shift)

Position Overview


We are seeking a Technical Service Agent to support customers using Energy Home products while also serving as a technical documentation specialist. This unique hybrid role combines advanced customer support with the development of troubleshooting guides, knowledge base articles, and training materials that improve the effectiveness of the customer care organization.


This position supports GM's rapidly expanding Energy division, helping customers with diagnostic troubleshooting while documenting solutions that enhance future support experiences.

Schedule:11:00 AM – 8:00 PM EST (2nd Shift)

Important: Candidates must be available to work this schedule. Candidates unable to work these hours should not be considered.


About GM Energy

We are transforming how customers generate, store, and manage energy. Since launching in 2021, the organization has rapidly expanded its portfolio of home charging solutions, energy storage systems, vehicle-to-grid technologies, and software platforms designed to create a more resilient and sustainable energy future.

With GM's vision of Zero Crashes, Zero Emissions, and Zero Congestion, the GM Energy team is building innovative solutions that support renewable energy, decentralized power resources, and reliable home energy management.


Key Responsibilities

Technical Customer Support

  • Provide remote technical diagnosis and troubleshooting for GM Energy Home charging equipment.
  • Utilize internal diagnostic tools to identify issues and recommend resolutions.
  • Guide field technicians and service partners through technical troubleshooting procedures.
  • Deliver an exceptional customer experience throughout the resolution process.
  • Escalate complex technical issues when appropriate.

Case Management

  • Create, update, and manage customer cases in Salesforce.
  • Coordinate parts ordering and returns with logistics teams.
  • Serve as the technical escalation point for service partners, advisors, and customer support teams.
  • Monitor case progress to ensure timely resolution.
  • Identify process improvements that enhance customer satisfaction and operational efficiency.

Technical Documentation & Training

  • Develop troubleshooting guides, technical documentation, and knowledge base articles.
  • Create training materials that support customer care representatives and technical teams.
  • Document best practices and recurring solutions to improve first-call resolution.
  • Train and mentor customer support agents on technical procedures and product knowledge.
  • Continuously improve support documentation based on real-world customer interactions.

Warranty & Service Support

  • Determine warranty eligibility and process warranty claims.
  • Assist with RMA and out-of-warranty support processes.
  • Coordinate service technician scheduling and warm transfers when necessary.
  • Support month-end warranty reconciliation activities with logistics teams.


Required Qualifications

  • Minimum 3 years of experience as an electrician or working with electrical components.
  • EV charging equipment installation, repair, or troubleshooting experience strongly preferred.
  • Minimum 2 years of customer-facing or call center experience.
  • Strong IT and Wi-Fi troubleshooting skills.
  • Experience using Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) and Salesforce.
  • Strong written communication skills with the ability to create clear technical documentation and training materials.
  • Excellent verbal communication and customer service skills.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Demonstrated ability to quickly learn new technologies and adapt to changing business needs.
  • Strong interpersonal skills with the ability to collaborate across technical and non-technical teams.
  • Experience leading technical problem resolution and driving issues to completion.
  • Associate degree or trade certification in a related electrical field, or four years of equivalent electrical experience.
  • Valid driver's license.

Preferred Qualifications

  • Experience supporting EV charging products or energy management systems.
  • Background developing technical documentation, troubleshooting guides, or training materials.
  • Experience creating knowledge base content or standard operating procedures.
  • Experience training or mentoring technical support teams.


EOE (including Disability/Veterans)


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About the Company

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HRU-Tech