Fiber Field Service Technician II

Traffic and Parking Control Co•Milwaukee, WI

6d•$30 - $38•Hybrid

About The Position

We are seeking a skilled Fiber Field Service Technician II who will work in the field and support all TAPCO (Traffic & Parking Control) systems. This position involves interaction with a wide variety of established customer accounts, vendors, and co-workers from all areas of the company and the general public. As a front-line ambassador for TAPCO, you will be relied upon to promote a positive customer experience with the goal of fixed right the first time, every time. This position requires office and field work, with overnight travel up to 25% of time in the continental United States. This position reports to the Department Field Service Manager.

Requirements

Work well independently
Excellent customer service skills in a high-stress, high-volume environment with the ability to work under a sense of urgency with minimal supervision
Excellent verbal and written communication skills in English
Must possess advanced interpersonal skills: positive, pleasant, respectful and customer focused
Proficient computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, administrative and e-mail)
Proficient knowledge of electronic, electromechanical, and electrical power principles to include testing of components in DC and AC circuits
Possess proficient understanding of routers, switches, and other components of an IP network
Speak effectively and clearly with customers and employees throughout organization
Proficient ability to read, analyze, and interpret business communications such as manuals, technical documents, schematics and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Proficient understanding of routers, switches, modems, and networking.
Proficient knowledge regarding configuration, integration, and operation of TAPCO hardware and software.
Proficient with basic hand and power tools
Ability to work on a ladder
Willing to work outdoors in varying weather conditions.
Communicate effectively with multiple groups to meet deadlines.
Ability to work outside regularly scheduled hours to meet operational needs and to respond to after hours emergency calls as required.
Proficient ability to articulate root causes and resolutions for Engineered to Order system support requests will minimal supervision.
Safely operate vehicle, related tools, and equipment
Possess and maintain a valid Driver's License and a satisfactory driving record
Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field.
2+ years of industry experience in field service and troubleshooting
2+ years of experience integrating hardware on TAPCO software platforms.

Responsibilities

Performs all work prioritizing safety first
Resolve customer issues with minimal supervision to the customer’s satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed
Work with Sales, TSG, Project Managers when necessary to assist with resolutions to problems or customer concerns
Establishes and maintains effective working relationships with other employees, contractors, vendors, and customers
Safely operate related tools and equipment
Follow all traffic safety rules while performing duties
Track and accurately record time for projects and service tickets
Track and maintain control over inventory used to ensure proper accounting
Manages and follows up on all open service tickets for resolution within established service level agreement timeframe
Coordinates necessary documentation for RMA process and handling of equipment repairs.
Monitors, prioritizes, and follows-up on all open service cases until resolved and closed within ERP
Drive and operate a bucket truck
Troubleshoot and repair equipment including diagnosing electronic failures with minimal supervision
Perform system installations, preventative maintenance, and repairs in the field.
Operate related computer systems and software
Stage and load equipment, tools and installation supplies for projects and service calls
Provide any necessary feedback about discrepancies or issues to internal TAPCO teams.
Participates in a 24/7 on-call rotation that requires phone support and/or onsite responses after hours.
Participates in ongoing company-wide continuous improvement
Travels overnight for both in-state and out-of-state work up to 25% of the time.
Obtain technical certification and attend trainings as directed by management to further develop career
Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
Provides training to customers on system hardware and software.
Performs other related work as directed by supervisor or manager.