Patterson-Kelley ยท 1 day ago
Technical Support Engineer
Elk Grove Village, IL
Full-time
Hybrid
Senior Level
5+ years expPatterson-Kelley is a global company focused on innovative solutions in HVAC and Detection and Measurement. The Technical Support Engineer at Genfare will manage technical inquiries, perform system reviews, and provide training, ensuring client satisfaction and project completion.
ElectronicsManufacturingReal Estate
Responsibilities
Provide Level 2 and Level 3 Technical Support on software and hardware issues
Serve as a product expert, being able to solve complex product and system issues
Provide expert product knowledge across our product lines
Troubleshoot fare collection systems and networks over the phone and at client sites
Utilize Jira, SAP or other tools to view requests for scheduling
Provide product training
Understand customer goals
Identify consequences of various solutions
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met
Solicit and analyse customer feedback for product performance and value
Handle customer issues promptly and escalate issues as necessary
Provide clients with an overview of installation activities and assist them with training and support
Configure and test fare collection systems and networks. Review technical specifications
Assist in the development of sales and marketing information
Complete special projects as directed by management
Some travel may be required for Technical Support activities (~ 10%)
Training activities will require more travel (~15%)
Qualification
Required
BA/BS degree in Engineering or related field
5+ years of experience, preferably in fare collection or a related industry
Working experience with Windows based software support
Experience with networking
Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
Strong skills in debugging, problem solving and documenting technical analysis
Knowledge of Jira, Salesforce and Microsoft Office Suite
AWS certification and experience in AWS applications support
Expertise in Embedded C, SSIS, DB2 and SQL server
Experience in VMWare, Azure or Hyper-V is a plus
Experience in Mobile App support on Android and iOS is a plus
Experience in Linux, UNIX Shell Scripting, Java, HTML, XML and CSS is a plus
Preferred
Excellent written and verbal communication skills
A common sense understanding to carry out instructions provided in written, oral or diagram form
Attention to detail and accuracy
Adaptability and flexibility
Analytical skills
Mechanical aptitude and ability to work collaboratively with engineering team
Strong negotiation skills and ability to work with people at all levels inside and outside the organization
Ability to write reports, business correspondence and procedures, along with being able to effectively present information to managers, clients, customers and the general public
Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists
Ability to: Build customer loyalty, Improve work standards, Provide continuous improvement, Initiate action, Adapt, Contribute to team success, Manage work (including time management), Communicate effectively, Cross-sell and make recommendations to improve client solutions
Benefits
Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
Competitive health insurance plans and 401(k) match, with benefits starting day one
Competitive and performance-based compensation packages and bonus plans
Educational assistance, leadership development programs, and recognition programs
Company
Patterson-Kelley
Patterson-Kelley manufactures hydronic boilers, process and domestic water heaters and fabricated systems for the commercial market. It is a sub-organization of Enviri.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase