Field Service Technical Support Specialist
Location
United States
Posted
9 days ago
Salary
0
Seniority
Mid Level
Job Description
Field Service Technical Support Specialist
Safe Fleet
• The Technical Support Specialist is a customer-facing, hands-on role responsible for providing technical support, field service, and installation assistance for hardware and software solutions. • This position performs equipment installations, diagnostics, maintenance, and troubleshooting both remotely and at customer sites to ensure reliable product performance. • Customer facing role through new customer onboarding, user experience training, and day-to-day interactions. • Timely responses to customer requests, through support line and ticketing system. • Proactively monitor customer product health and identify emerging trends. Hands-on (installs, troubleshooting) in-field on tractor trailers service troubleshooting for current customers. • Oversee equipment installations on vehicles/trailers and train OEMs on proper installation procedures and troubleshooting. • Work closely with Sales, Solutions Engineering and Customer Success teams to assist with customer requests or troubleshooting and communicating customer input with internal cross functional teams. • Work closely with Road Ready development team to identify bugs and resolve customer-facing issues as well as communicate customer feedback. • Support pilots/trials through pre-sale discovery discussions, solution review, and hardware installs. • Diagnose and resolve product issues both remote and in-field. Other duties as assigned.
Job Requirements
- 2-year technical degree Preferred 4-year bachelor’s degree in engineering, Computer Science, or technical related field.
- 2+ years of relevant technical and customer support experience.
- IT, engineering/technical background preferred.
- Hands-on role must be comfortable working in field (installs, troubleshooting) on vehicles and trailers.
- Mechanical aptitude – comfortable working with wiring and power tools as needed.
- Common knowledge of 12 VDC wiring and cellular network operations.
- Knowledge of API data utilization through 3rd party groups.
- Experience creating dynamic Excel and Power BI tools.
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