Industrial Technical Support Advisor

Industrial Technical Support Advisor Nixon Power Services - 2.7 Charlotte, NC Job Details 20 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Qualifications Phone communication Equipment troubleshooting Microsoft Office 8 years Continuous improvement Decision making Trade school Technical skills instruction Technical troubleshooting support Training & development Senior level AI Escalation handling Communication skills Stakeholder relationship building Cross-functional communication Client interaction via phone calls Full Job Description Industrial Technical Support Advisor With 100 years of success, Nixon Power Services is the world's largest distributor of Rehlko Power generators (formerly Kohler Power). We operate in an environment where flexibility and a willingness to take on new responsibilities keep things interesting! We value team members who are passionate, down to earth and have a "can do" attitude, and enjoy providing premium services to customers. The Industrial Technical Support Advisor serves as the primary point of contact for Nixon field technicians, providing real-time support through the technician hotline. This role is responsible for troubleshooting and resolving field service issues, coordinating with Rehlko Generator Field Service for complex technical concerns, and ensuring timely, accurate communication across internal teams and external partners. This individual will act as the central hub for all technical communications between Rehlko and Nixon Power Services, supporting service campaigns, addressing field complaints, and contributing to continuous improvement initiatives. The role requires strong technical knowledge, excellent communication skills, and a customer-focused mindset. This position reports to the Technician Development and Service Quality Manager and regularly interacts with both internal teams and external customers. What you'll be doing: Serve as the single point of contact for the Nixon technician hotline, delivering timely and effective support Respond promptly and professionally to incoming calls and emails from field technicians Diagnose and resolve technical field service issues in accordance with company policies and procedures Escalate complex issues to Rehlko Field Service and coordinate follow-through to resolution Build and maintain strong working relationships with technicians, internal departments, and manufacturer partners Collaborate with Aftermarket Service and Product Sales teams on service campaigns, technical concerns, and field-related initiatives Assist in the training and development of field technicians by sharing knowledge and best practices Provide feedback and support for the SAM AI tool, including researching and correcting inaccurate responses Compile, document, and initiate Rehlko field service complaints as needed Contribute to continuous improvement efforts and perform additional duties as assigned What we're looking for: Outstanding interpersonal and customer service skills Knowledge in related field of Power Generation Ability to represent Nixon Power Services in a professional manner Experience with MS Office applications Carry out instructions given in written, oral or diagram form Problem-solve and make logical decisions Rehlko Industrial Gen/ATS 8+ years experience

Degree Required:

Technical School Certificate Degree Preferred:

Technical School Certificate Physical demands: While performing the duties of this job, the employee is regularly required to: Use hands and fingers to handle, or feel Reach with hands and arms Stand and walk What's in it for you? Competitive compensation package

Full Benefits:

Medical, Vision, Dental, and more! Paid Time Off 401(k) matching Opportunity to get in with an industry leading organization Team-oriented culture

Note:

The above statements are intended to describe the essential functions and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of associates so classified. Management retains the right to make changes as needed due to reasonable accommodation or other reasons.