Product Service Specialist

About Giga Energy

We build and operate energy infrastructure for data centers, renewables, and other commercial & industrial markets. Our product lines include modular data centers, transformers, switchgear, and power generation assets. Giga is growing quickly. Our headquarters is located in Houston, Texas, with satellite offices in Shanghai & Abu Dhabi, and data centers across North & South America. We have a fast paced, informal, and results-oriented culture. Our core values are speed, trust, and extreme ownership.

About the Role

You will join our small but rapidly growing Business Operations team to be the sole dedicated Product Service Specialist at Giga Energy. Your primary focus will be to serve as the main customer advocate & point of contact to gather feedback, support inquiries, and warranty requests from our valued customers. This role will require some degree of technical proficiency in electrical infrastructure products and the ability to learn technical concepts will be both necessary and important.

This is an ideal role for someone looking to work at a fast-paced company with significant potential for increased responsibility at an employer who values your strong character, dedicated work ethic, and cheerful disposition.

Responsibilities

• Act as the primary point of contact for customer inquiries, feedback, and support requests across all Giga Energy product lines, including modular data centers, transformers, switchgear, and power generation assets.
• Provide prompt and courteous customer support via phone, email, and text message channels, ensuring a response time within 2 hours for all customer inquiries.
• Troubleshoot and resolve basic technical issues related to electrical infrastructure products, leveraging a strong willingness to learn and apply new technical knowledge quickly.
• Escalate complex technical issues or warranty claims to the appropriate internal teams, such as finance, operations, and manufacturing, coordinating resolution efforts.
• Manage the warranty claim process, communicating with customers, facilitating payments, and coordinating replacement part manufacturing or field installation support as needed.
• Conduct on-site support visits, potentially up to 30% of the year, to provide hands-on assistance and troubleshooting for customers.
• Continuously improve and maintain technical documentation, support processes, and knowledge bases to enhance customer experience and support efficiency.
• Meticulously document and track all customer support interactions, warranty requests, and resolution efforts, providing regular reporting and analysis.
• Collaborate with cross-functional teams, such as operations, engineering, and manufacturing, to gather information, resolve issues, and ensure seamless support delivery.
• Identify opportunities for process improvements and propose solutions to streamline customer support operations and enhance overall customer satisfaction.
• Maintain a professional and positive attitude, exemplifying Giga Energy's core values of speed, trust, and extreme ownership in all customer interactions.
• Stay updated on Giga Energy's product offerings, features, and technical specifications to provide accurate and relevant support to customers.

Requirements

• Strong written & verbal communication skills
• Customer-centric attitude & cheerful disposition
• Highly motivated and goal-oriented individual
• BS or MS in engineering or technical field, and/or evidence of exceptional experience
• Able to work under pressure while managing competing demands and tight deadlines
• Ability to adapt to ever-changing work assignments in a fast paced work environment
• Enthusiasm for the bitcoin or energy industry and/or experience working at a startup preferred
• Can-do attitude and a strong sense of urgency