Technical Support Specialist

Technical Support Specialist

inoLECT is a Baton Rouge-based electrical manufacturing company specializing in innovative electrical safety, reliability, and automation products for utility, power generation, commercial, and industrial customers worldwide. As part of Saber Power Services, a fully integrated electrical power systems company, inoLECT leverages deep engineering expertise and field experience to develop, manufacture, and support products that improve worker safety, enhance system reliability, and solve complex power system challenges.


POSITION SUMMARY:

The Technical Support Specialist serves as the primary technical representative for inoLECT's Manufactured Products Unit and Remote Racking product line. This role is responsible for product commissioning, programming, customer training, technical support, and field service activities related to Remote Racking Units and associated products.

Acting as the primary point of contact for customers following product delivery, the Technical Support Specialist ensures products are installed, configured, tested, and operated safely and effectively. This role works independently in the field to diagnose issues, optimize system performance, and provide technical guidance to customers while serving as a critical link between customers, operations, engineering, manufacturing, and leadership.

The Technical Support Specialist also serves as the voice of the customer by identifying opportunities to improve products, services, processes, and customer experience through direct field observations and customer interactions.

Essential DUTIES AND Responsibilities:
• Represent inoLECT professionally to customers, business partners, and internal stakeholders, maintaining a positive image of the organization and its products.
• Perform on-site commissioning, configuration, programming, testing, and validation of Remote Racking Units and related products.
• Troubleshoot product performance issues remotely and at customer facilities, identifying root causes and implementing corrective actions.
• Fine-tune installed systems to optimize performance, safety, reliability, and protection accuracy.
• Coordinate and deliver customer training on the safe operation, maintenance, and troubleshooting of inoLECT products.
• Conduct product demonstrations for customers, prospective customers, and internal stakeholders.
• Serve as the primary point of contact for post-sales customer inquiries related to product warranty, technical support, and field service activities.
• Gather and communicate customer feedback, field observations, and operational challenges to support continuous improvement initiatives and new product development.
• Partner with the Director of Operations to develop and refine business processes, translating customer insights into improved shop procedures and new product or service offerings.
• Support new product development, sales demonstrations, product assembly activities, and pilot installations as directed.
• Perform product repairs and support warranty-related activities as required.
• Assist with development of assembly instructions, work procedures, training materials, and quality-control standards.
• Provide input to support customer service order entry and order management for Manufactured Products.
• Apply established pricing structures for commissioning, training, and service-related activities.
• Act as a technical liaison between the Remote Racking Unit, the broader enterprise (inoLECT and Saber), and external stakeholders including clients, compliance agencies, and consultants.

EXPERIENCE & REQUIREMENTS:
• Minimum of five (5) years of industrial electrical maintenance, testing, commissioning, field service, or technical support experience.
• Demonstrated experience troubleshooting electrical, control, and automation systems in industrial or commercial environments.
• Experience reading and interpreting electrical schematics, wiring diagrams, and technical documentation.
• Ability to work independently in field environments while exercising sound technical judgment and decision-making.
• Strong communication and customer service skills, with the ability to effectively interact with customers, technicians, and internal stakeholders.
• Commitment to safety, quality, and continuous improvement.
• Experience with PLCs, controls, and programming, medium- and low-voltage power distribution systems, and 15kV and 480V switchgear and circuit breakers.
• Must hold or be eligible to obtain a TWIC card.
• Must hold or be eligible to obtain a valid passport with no travel restrictions.
• Valid driver's license.
• Must pass and maintain satisfactory results on required drug screens and background checks.
• Ability to travel domestically and internationally up to 50% of the time.
• Full professional fluency in English required, including the ability to read, write, listen, and communicate effectively in all work-related contexts.

PREFERRED QUALIFICATIONS:
• Experience commissioning, testing, or startup of electrical equipment and control systems.
• Experience delivering technical training or product demonstrations.
• Familiarity with power system protection and electrical safety practices.
• Experience supporting customer-facing technical service or field service activities.
• Associate degree, technical certification, military technical training, or equivalent combination of education and experience.

POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time, exempt position. Work hours are variable depending on projects and travel, but based on 40 hours per week. Evening and weekend work may be required as job duties demand.

TRAVEL: This role requires a minimum of 50% travel, including extended driving of company fleet vehicles (including towing a trailer) and air travel throughout the United States and internationally.

PHYSICAL REQUIREMENTS:
This role requires the ability to lift and/or move up to 75 pounds and work in variable outdoor conditions, including exposure to weather. Employees must be able to climb ladders and scaffolding, navigate uneven surfaces, and perform other physical tasks inherent to field work at customer sites. Reasonable accommodations may be made for individuals with disabilities.

Safety is a Core Value with our organization. We work SAFELY or not at all.

BENEFITS:

We offer an excellent benefits package designed to support your health, well-being, and financial future. Our Total Rewards Plan includes a choice of two comprehensive medical plans, dental and vision coverage, and company-paid short-term and long-term disability insurance. We also provide company-paid basic life insurance for employees and their dependents. Additional benefits include a 401(k) plan with company matching, flexible spending accounts (FSAs), and more. Beyond our benefits, we pride ourselves on fostering an outstanding work environment where employees feel valued and supported. Learn more about our Total Rewards Plan here.

Saber Power Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.