Field Product Support Technician Tier Ii

The Field Product Support Technician will service, maintain, repair, adjust, test and install IPS Group Inc. equipment. 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.

Job Duties:

• Document project summary and project completions in a timely manner.
• Resolve open service issues
• Troubleshoot and resolve hardware issues related to IPS Group Inc. designed and supported products.
• Lead on-site teams for installs and on-site rework, as necessary.
• Analyze equipment performance records to assess equipment functioning.
• Complete and submit time cards and expense reports per the guidelines defined in the IPS Group spending policy and employee hand book.
• Escalate open issues to engineering.
• Install and configure new equipment, including operating software or peripheral equipment.
• Interact with customers to determine details of equipment problems.
• 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.
• Repair, adjust or replace electrical mechanism, components or parts.
• Maintain ticketing system regarding service issues and resolutions.
• Train new technical support team members.
• Communicate with clients in troubleshooting open service issues and to provide technical support.
• Ensure that all service issues are documented in the ticketing system.
• Advise/train customers concerning equipment operation, maintenance, or client specific configuration.
• Travel to customer locations or offices to install IPS product and/or to provide emergency repair service as necessary.

Qualifications include:

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

Desired Skills & Experience:

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

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.

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance