Job Purpose
A Product Support Technician is responsible for providing technical support and assistance to our customers while maintaining strong relationships with them. The Product Support Technician will play a crucial role in ensuring customer satisfaction and promoting the effective use of our products.
Essential Duties and Responsibilities
- Provide world-class support for Wavetronix products on the phone, via email, and in person as needed.
- Document and track all customer interactions in CRM, including cases, activities, and communication.
- Track and update RMAs providing reports/updates to customers and internal teams.
- Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
- Master installation, configuration, and troubleshooting of Wavetronix products.
- Help manage on-site installation/configuration of products and diagnose technical errors or problems.
- Document processes, produce detailed trip reports, and maintain CRM knowledge base.
- Collaborate with the team, share information across the organization, and ensure final resolutions for support issues.
- Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
- Provide technical training on products to customers, both in the field and in-office.
- Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
- Build positive relationships with customers and provide excellent customer support.
- Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM.
- Maintain an expert-level understanding of Dynamics 365 Customer Service.
- Performs other duties, tasks and responsibilities and work on other teams as assigned which may be outside the essential duties and responsibilities.
Qualifications
- Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Other Knowledge, Skills and Abilities:
- Ability to travel up to more than 80% of working outside the office with current and potential clients.
- Ability to conduct product demonstrations at project sites that include intersections and highways.
- Travel requirements include driving, flying and overnight stays.
- Training requirements include four separate week-long trips to corporate facility in Utah to complete formal on-boarding process.
Education & Experience Requirements
- High school diploma or GED required.
- Post high school education preferred.
- Two plus years of prior technical experience or have an IMSA Signal Technician Level I and Level II certification is preferred.
- Traffic/ITS Industry knowledge or experience is a plus.
- Prior intersection and controller cabinet basic operation is a plus.
- Position requires demonstrated level of technical background in computers/networking or ability to learn technical products and solutions.
- Working knowledge of Microsoft application suite.
- Able to work with hand tools such as screwdrivers, cable cutter, wire strippers, wire crimpers, multi meters, etc...
- Must have and maintain a good personal motor vehicle record.
- Must have good grammar, writing and communication skills.
Physical Requirements & Working Conditions
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.
- Is regularly required to stand; walk; reach with hands and arms; and lift up to 50 pounds.
- Is frequently required to sit; use hands to finger, handle, or feel, and talk or hear during field installs, troubleshooting customer issues and training.
- Has the ability to adjust the eye to bring objects into sharp focus.
- Works in moderate conditions and noise levels for majority of time. May work in loud noise conditions when in the field.