Senior Technical Customer Service Representative – Electrical Troubleshooting & Client Success at brighthush

About brighthush

For three decades, brighthush has been the trusted name behind professional tanning, red‑light therapy, and massage equipment that powers salons, spas, gyms, and wellness studios across the United States and Canada. Our products are engineered for durability, safety, and performance, and our service team is the backbone that keeps them running smoothly. At brighthush, we believe that every call is an opportunity to reinforce the integrity that defines our brand. Whether you’re a salon owner, a field technician, or a licensed electrician, the people you speak with on the phone are the same engineers who built the equipment you rely on.

We’re expanding our Service team in the Philippines to support U.S. business hours. As an independent contractor, you’ll work from a quiet home office, enjoy the flexibility of remote work, and be part of a global team that shares the same holidays, paid time off, and values as our U.S. colleagues.

Why This Role Is Different

Unlike scripted call‑center roles, you will own every ticket from the first call to the final fix. You’ll make warranty, credit, and replacement decisions within policy, and you’ll be measured on tangible results—speed, quality, and customer satisfaction—rather than hours logged. Your work will directly impact the bottom line of our clients and the reputation of brighthush.

Key Responsibilities

• Customer Engagement: Receive inbound calls, voicemails, and emails from salon owners, technicians, installers, and electricians across the U.S. and Canada. Provide a first response on the same business day.
• Technical Diagnosis: Identify units by serial label and diagnose electrical and electromechanical faults over the phone—ballasts, starters, lamps, control boards, timers, fans, and wiring.
• Electrical Expertise: Confirm supply requirements (110 V, 220 V, single‑phase, three‑phase, 208 V, 240 V) with electricians, read voltage measurements, and advise on buck‑boost transformer sizing and wiring.
• Documentation & Knowledge Base: Read wiring diagrams, schematics, and error codes; translate them into clear, step‑by‑step instructions. Add each new, confirmed fix to the knowledge base within the same week.
• Process & Compliance: Open, document, and close service tickets to FDA complaint‑record standards. Create warranty and replacement orders, raise nonconformance reports (NCRs), and schedule field technicians.
• Customer Communication: Ask for all readings, checks, and photos in a single request so the customer’s electrician only needs one visit.
• Root‑Cause Analysis: Spot repeat defects and flag them for Production and Quality to address the root cause.
• Performance Management: Work to a published scorecard, reviewed weekly, and meet the four key success factors: Quality, Speed, Efficiency, and Compliance.

Essential Qualifications

• Formal electrical training: TESDA certification (Electrical Installation and Maintenance NC II), trade or technical school program, or a degree in Electrical or Electronics Engineering.
• Three or more years of experience troubleshooting electrical or electromechanical equipment in a technical support, field service, installation, or maintenance role.
• Proficiency in reading wiring diagrams, schematics, and error codes; ability to explain voltage readings and power concepts without visual aids.
• Experience with CRM or ticketing systems (HubSpot preferred) and Excel workbooks with macros.
• Strong command of Microsoft 365, especially Outlook and Teams.
• Fluent spoken and written English with a natural, clear phone presence for U.S. clients.
• Methodical, analytical approach: you solve the entire problem before acting and document every step.
• Comfortable working U.S. business hours (Philippines night shift), Monday‑Friday.
• Reliable home office with a stable internet connection.

Preferred Qualifications

• Degree in Electrical or Electronics Engineering, or a PRC license (REE, RME, or ECE).
• Prior phone or email technical support for U.S. or Canadian customers.
• Experience with fitness or salon equipment, or medical devices.
• Background in warranty claims, RMA, or complaint handling in a manufacturing environment.
• Experience working to a published scorecard.

Core Skills & Competencies

• Electrical Troubleshooting: Ability to isolate faults, differentiate between supply and component issues, and recommend precise solutions.
• Communication: Translate complex technical steps into layman’s terms for non‑technical clients and detailed instructions for licensed electricians.
• Customer‑Centric Mindset: Deliver a first‑response within the same business day and ensure every ticket is closed with a clear, documented resolution.
• Process Ownership: Own the entire ticket lifecycle—opening, documenting, closing—and maintain compliance with FDA complaint‑record standards.
• Data‑Driven Decision Making: Use the published scorecard to track performance, identify improvement areas, and drive continuous improvement.
• Adaptability: Work independently, manage your own schedule, and adapt to changing priorities without supervision.

Career Growth & Learning Opportunities

At brighthush, your success is our priority. As you master the technical and customer‑service aspects of the role, you’ll be positioned for advancement into senior support, team lead, or even product‑engineering roles. We provide ongoing training in the latest electrical technologies, safety standards, and customer‑experience best practices. You’ll also have the chance to contribute to product development by flagging repeat defects and collaborating with our Production and Quality teams.

Work Environment & Company Culture

We’re a global team that values integrity, transparency, and continuous improvement. Even though you’ll be working remotely from the Philippines, you’ll be treated as an integral part of the brighthush family. We share the same U.S. holidays, paid time off, and a culture that celebrates both individual and team achievements. Your contributions will be recognized through our scorecard system, and you’ll receive regular feedback and coaching to help you grow.

Compensation, Perks, and Benefits

• Monthly Base: ₱76,440
• Annual Bonus: One month’s fees paid before Christmas.
• Statutory & HMO Allowance: ₱6,000 per month.
• Internet Allowance: ₱1,500 per month.
• Phone: RingCentral line on the company account, at no cost to you.
• Software: Claude and Microsoft 365, fully paid.
• Paid Time Off: Two weeks of paid vacation plus U.S. holidays.
• Equipment: Computer and dual monitors after three months, subject to performance review.
• Independent Contractor Status: You’ll manage your own HMO, SSS, PhilHealth, and Pag‑IBIG contributions.

Performance & Measurement

Our performance framework is built around a published eleven‑metric scorecard, weighted to 100 %. The four key success factors—Quality, Speed, Efficiency, and Compliance—drive your overall score. Here’s how it breaks down:

• Quality (55 %): Five‑star reviews, average days to close, ticket clearance rate, and mistake rate.
• Responsiveness (25 %): Same‑day first response, activities per customer, tickets open >7 days.
• Compliance (20 %): Ticket audit score, past‑due follow‑ups, missing NCRs, mailbox clearance.

Every day, you’ll see your scorecard and understand exactly how your actions influence the numbers. A single bad week won’t derail you, and a great week won’t automatically rescue you—consistency is key.

What We Expect Daily

• First response to every new complaint on the same business day.
• Empty shared Service mailbox by the end of each day.
• Next follow‑up date set for every open ticket.
• Full logging of every call, email, part sent, and decision made on the ticket.
• Immediate escalation of any potential injury or over‑exposure to the Head of Service.

How to Apply

Ready to bring your electrical expertise and customer‑service passion to brighthush? Apply through LinkedIn with your CV. In your message, answer these two prompts in a few sentences each:

1. Describe an electrical fault you diagnosed: what was wrong, how you found it, and what you checked to rule out everything else.
2. Tell us about a time you walked a non‑technical person through a fix by phone or email: what you asked them to do, and how you knew it worked.

We look forward to hearing how your skills and experience align with our mission to keep our clients’ equipment running flawlessly.