Field Product Support Technician Supervisor

The Field Product Support Technician / Supervisor will service, maintain, repair, adjust, test and install IPS Group Inc. equipment. This may involve many clients or a single client depending on the company needs. This will also involve direct supervision of other Product Support Technicians. IPS Group clients are located across the United States. Travel will be required based on workload. Travel is typically scheduled during the work week although 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 is a remote position.

Job Duties:

• Maintain ticketing system regarding service issues and resolutions.
• Train new technical support team members.
• Lead on-site teams for installs and on-site rework, as necessary.
• Troubleshoot and resolve hardware issues related to IPS Group Inc. designed and supported products.
• Provide on-site preventative maintenance, as well as first line repairs, replacement of paper, and the like in order to keep the parking system operating as close to 100% as possible.
• Travel to customer locations or offices to install IPS product and/or to provide emergency repair service as necessary.
• Advise/train customers concerning equipment operation, maintenance, or client specific configuration.
• Escalate open issues to engineering.
• Communicate with clients in troubleshooting open service issues and to provide technical support.
• Project manage local installations, and maintenance, and meter collections activities.
• Analyze equipment performance records to assess equipment functioning.
• 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.
• Collection of cash contained in parking meters in a safe and professional manner, keeping logs and other audit records to ensure proper transfer and receipt of cash collection equipment for reconciliation.
• Complete and submit time cards and expense reports per the guidelines defined in the IPS Group spending policy and employee hand book.
• Document project summary and project completions in a timely manner.
• Provide monthly reports to IPS management as to activities completed, open items and trimlines to resolution.
• Install and configure new equipment, including operating software or peripheral equipment.
• Repair, adjust or replace electrical mechanism, components or parts.

Qualifications Include:

• Ability to continually learn new product service techniques
• Ability to execute and submit expense reports
• Available for stand-by and after-hours responsibility
• Effective time management and organizational skills
• Proven ability in developing and maintaining effective internal and external relationships
• Active drivers license and ability to operate a vehicle for work in a safe and professional manner
• Ability to plan daily travel schedule
• Excellent customer service skills
• Available to travel for support of other territories
• Ability to communicate both verbally and in writing with business professionals
• Ability to work independently with little or no supervision
• Ability to use basic computer skills to perform diagnostic testing

Desired Skills & Experience:

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

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.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.

It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER M/F/D/V

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