Job description
Company: IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.
Job Description:The Technical Product Specialist will provide escalated support for servicing, maintenance, repair, adjusting, testing and installation of IPS Group Inc. equipment. IPS Group clients are located across the United States. The ability to travel may be required and may consist of up to 25 percent travel based on the workload. We offer a flexible work arrangement for this position, currently remote, with the possibility of future adjustments based on business needs.
Travel is typically scheduled during the work week although there may be instances where site visits are required during the weekend. This is a customer facing position and requires strong communication and presentation skills along with a commitment to service excellence. Oversee the organization’s activities relating to post-sales technical field support. Support all relevant company technical products including software, hardware, data management systems and telecommunications.
Develop technical product support policies and procedures and may be involved in escalated and/or critical technical support issues. Assist in managing software/firmware releases deployed in the field. Act as liaison between engineering and customer service. Assist in resolving escalated technical support issues. Manage service ticketing system. Perform analytics on the ticketing system to understand proactive actions to be taken to improve the IPS products.
Responsibilities:
Resolve open service issues
Communicate with clients in troubleshooting open service issues and to provide technical support.
Proactively and react to requests to resolve hardware issues related to IPS Group Inc. designed and supported products.
Supervise Installation and configuration of new equipment, including operating software or peripheral equipment.
To be subject matter expert on specific products in order to provide high level guidance on resolving technical service issues in the field.
After hours on call for supporting remote technicians in the field.
Provide technical support to users or clients regarding the maintenance, development, or operation of the data management system, equipment, or applications.
Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Confer with staff, users, and management to establish requirements for new systems or modifications.
Ensure the timely delivery of upgrades, maintenance, and repairs for clients
Advise/train customers concerning equipment operation, maintenance, or client specific configuration.
Interact with customers to determine details of equipment problems.
Train new technical support team members.
Repair, adjust or replace electrical mechanism, components, or parts.
Analyze equipment performance records to assess equipment functioning.
Serve as liaison between Customer Support and Engineering.
Escalate open issues to engineering.
Ensure that all service issues are documented in the ticketing system.
Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their particular open service issue.
Feel comfortable contributing to IPS Group customer and trade show presentations.
Complete and submit timecards and expense reports per the guidelines defined in the IPS Group spending policy and employee handbook.
Some software troubleshooting background
Some hardware troubleshooting background
Proficient in Excel and or database queries for analysis
Customer service background
Skills & Experience:
- Ability to communicate both verbally and in writing with business professionals
- Ability to execute and submit expense reports
- Ability to work independently with little or no supervision
- Excellent customer service skills
- Proven ability in developing and maintaining effective internal and external relationships
- Effective time management and organizational skills
- Ability to use basic computer skills to perform diagnostic testing
- Available for stand-by and after-hours responsibility
- Ability to continually learn new product service techniques
- Prior mechanical or electronic assembly preferred
- AA degree or bachelor’s degree required
- Some software troubleshooting background
- Some hardware troubleshooting background
- Proficient in Excel and or database queries for analysis
- Customer service background
Physical Demands, Equipment and Machinery
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential
Manipulation of hand tools and power tools to repair, adjust, install, or replace electrical or mechanical components or parts. Must be able to see clearly. Must be able to bend, stoop, walk, stand, push and pull. Must be able to lift up to 50 lbs.
Work Environment
The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.
Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.
It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.
An Equal Opportunity Employer—M/F/D/V
Salary Range: $63k - $80k/Annually
