IPS · 5 hours ago
Technical Product Specialist
San Diego, CA
Full-time
Hybrid
Mid Level
$70K/yr - $80K/yrIPS Group, Inc. is a design, engineering and manufacturing company focused on low-power wireless telecommunications and parking technologies. The Technical Product Specialist will provide escalated support for servicing, maintenance, repair, and installation of IPS Group Inc. equipment, while also developing support policies and acting as a liaison between engineering and customer service.
ConsultingInformation ServicesInformation TechnologyService Industry
Responsibilities
Resolve open service issues
Communicate with clients in troubleshooting open service issues and to provide technical support
Proactively and react to requests to resolve hardware issues related to IPS Group Inc. designed and supported products
Supervise Installation and configuration of new equipment, including operating software or peripheral equipment
To be subject matter expert on specific products in order to provide high level guidance on resolving technical service issues in the field
After hours on call for supporting remote technicians in the field
Provide technical support to users or clients regarding the maintenance, development, or operation of the data management system, equipment, or applications
Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support
Develop training materials and procedures, or train users in the proper use of hardware or software
Confer with staff, users, and management to establish requirements for new systems or modifications
Ensure the timely delivery of upgrades, maintenance, and repairs for clients
Advise/train customers concerning equipment operation, maintenance, or client specific configuration
Interact with customers to determine details of equipment problems
Train new technical support team members
Repair, adjust or replace electrical mechanism, components, or parts
Analyze equipment performance records to assess equipment functioning
Serve as liaison between Customer Support and Engineering
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
Feel comfortable contributing to IPS Group customer and trade show presentations
Complete and submit timecards and expense reports per the guidelines defined in the IPS Group spending policy and employee handbook
Qualification
Required
Ability to communicate both verbally and in writing with business professionals
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
Ability to continually learn new product service techniques
AA or Bachelor's degree required
Some software troubleshooting background
Some hardware troubleshooting background
Proficient in Excel and or database queries for analysis
Customer service background
Preferred
Prior mechanical or electronic assembly preferred
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance
Company
IPS
IPS delivers the solutions and services that make accounts payable transformation a reality.
Founded in 1991
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-10-17Acquired
Company data provided by crunchbase