• Lead and scale Technical Support organization by managing function-level performance, delivery quality, and team growth. • Spend 70% of time leading and 30% as a hands-on engineer. • Work closely with Project Management, Engineering, and Product teams to ensure customer sites are correctly deployed, optimized, and monitored. • Oversee QA squad to ensure consistent validation and release quality gates. • Monitor live systems for uptime, performance, and sensor health. • Manage and mentor Squad Leads and their Support Engineer teams. • Participate in engineering sprints to represent deployment and support needs.

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of Keeper’s software products • Communicate with Portuguese and English speaking customers, both verbally and in writing • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

• Responsible for accurate and timely completion of day-to-day tasks associated with 401(k) plan sales • Reviews and accurately documents changes directed by clients and internal team • Communicates effectively with partners, clients, external and internal customers to identify and resolve issues • Creates and maintains Sales Team procedures

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The RVFix Technician provides expert technical support and troubleshooting assistance to RV owners and service partners through virtual channels during peak season demand. This seasonal role helps customers identify issues, guides them through repair or maintenance steps, and ensures accurate documentation for follow-up service when needed. The RVFix Technician combines technical expertise with clear communication to deliver fast, reliable, and customer-focused remote support during our busiest service months. - Key Objectives: - Technical Support & Troubleshooting – Accurately diagnose and guide customers through repair or maintenance steps via phone, video, or chat. - Customer Communication – Deliver clear, confident, and professional technical assistance that builds customer trust. - Efficiency & Accuracy – Document issues, resolutions, and next steps to ensure seamless follow-up and service coordination. - What you'll do: - Respond to inbound calls, video sessions, and digital support requests from RV owners and service partners. - Troubleshoot technical issues remotely, including electrical, plumbing, HVAC, appliance, and structural systems. - Guide customers through safe and effective diagnostic steps and repair procedures. - Determine when on-site service is required and create clear work orders or escalation notes for field technicians. - Stay current with RV models, system updates, and common repair scenarios through ongoing training. - Maintain a professional, empathetic approach with every customer interaction. Qualifications - Strong background in RV repair, maintenance, or technical troubleshooting. - Excellent communication and customer service skills – especially in explaining complex technical concepts simply. - Comfort with technology: video conferencing tools, CRM systems, and digital documentation platforms. - Prior experience in remote support, technical advising, or virtual troubleshooting. (preferred) - RVTI Level 2 certified or higher. - 2 Years or more of experience working on RVs. - Ability to pass a background and drug test. Expected Results - Fast, accurate troubleshooting that minimizes the need for in-person service. - High customer satisfaction scores through professional and empathetic support. - Accurate and complete documentation for follow-up work and data tracking. - Increased efficiency and reduced service backlog through effective remote resolution. Resources - Access to technical databases, service manuals, and repair guides. - Diagnostic checklists and digital troubleshooting tools. - Collaboration platforms for communication with field techs and service teams. - Training resources to stay current on RV systems and technologies. - Support from leadership, scheduling, and parts coordination teams. Benefits - Comprehensive benefits package including medical, vision, dental, and other supplemental coverages. - 401K matching. - Employee discounts. - Company-paid life insurance. - Gym membership reimbursement. - Opportunities for advancement. - Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products. - RV Borrowing Program. - Incredible Team Culture.