Search
Exact matches only
FILTER BY
Select all
Posts
Pages
Careers
Employers
POSTS
Select all
Architecture & Design
Articles
Podcasts
Videos
Building Management
Articles
Podcasts
Videos
Education Technology
Articles
Podcasts
Videos
Energy
Articles
Podcasts
Videos
Engineering & Construction
Articles
Podcasts
Videos
Food & Beverage
Articles
Podcasts
Videos
Healthcare
Articles
Podcasts
Videos
Hospitality
Articles
Podcasts
Videos
Industrial IoT
Articles
Podcasts
Videos
Professional AV
Articles
Podcasts
Videos
Promoted Content
Retail
Articles
Podcasts
Videos
Sciences
Articles
Podcasts
Videos
Software & Technology
Articles
Podcasts
Videos
Sports & Entertainment
Articles
Podcasts
Videos
Transportation
Articles
Podcasts
Videos
Videos
Articles
Podcasts
Videos
Articles
Podcasts
Videos
CAREERS
Select all
AEC
Architecture & Design
Building Management
Education Technology
Energy
Engineering & Construction
Food & Beverage
Healthcare
Hospitality
Industrial Iot
Media Production
Professional AV
Publications
Retail
Sciences
Software & Technology
Sports & Entertainment
Transportation

Field Product Support Technician Tier II – Single Client

Full time IPS Group in Software & Technology Email Job
  • Share:

Job Detail

  • Career Level Individual Contributor
  • Experience 2 Years
  • Education Diploma

Job Description

Job Description

The Field Product Support Technician will service, maintain, repair, adjust, test and install IPS Group Inc. equipment. Travel will typically be local but there may be instances where site visits are required through the weekend. This is a customer facing position and requires strong communication and presentation skills along with a commitment to service excellence.  This position will be located in and around Concord, Massachusetts.

Job Duties:

  • Resolve open service issues
  • Communicate with clients in troubleshooting open service issues and to provide technical support
  • Troubleshoot and resolve hardware issues related to IPS Group Inc. designed and supported products
  • Install and configure new equipment, including operating software or peripheral equipment
  • Advise/train customers concerning equipment operation, maintenance, or client specific configuration
  • Interact with customers to determine details of equipment problems
  • Travel to customer locations or offices to install IPS product and/or to provide emergency repair service as necessary
  • Complete and submit time cards and expense reports per the guidelines defined in the IPS Group spending policy and employee hand book
  • Maintain ticketing system regarding service issues and resolutions
  • Repair, adjust or replace electrical mechanism, components or parts
  • Analyze equipment performance records to assess equipment functioning
  • 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
  • Train new technical support team members
  • Lead on-site teams for installs and on-site rework, as necessary
  • Document project summary and project completions in a timely manner

Qualifications include:

  • Ability to communicate both verbally and in writing with business professionals
  • Ability to plan daily travel schedule
  • 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
  • Available to travel for support of other territories
  • Ability to continually learn new product service techniques

Desired Skills & Experience Skills/Qualifications:

  • Prior Field Support/Field Technician experience highly desirable
  • Ability to perform basic math
  • Prior mechanical or electronic assembly required
  • H.S. Diploma Required
  • AA degree or Bachelor’s degree preferred
  • Experience will be considered in lieu of degree

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.

This job is performed in an uncontrolled environment subject to wind, rain, snow, ice and other inclement weather conditions. Occasionally work is performed in an indoor temperature controlled office.

Other jobs you may like