Field Technical Support Specialist

Safe Fleet•New York, NY

19d•$90,000 - $115,000•Onsite

About The Position

As the onsite Field Technical Support/Quality Control specialist, you will collaborate with key customers, Engineering, Support, and Sales to implement and maintain Safe Fleet products in the field. You will work directly with customers to address their needs and ensure products align with their requirements. In partnership with Engineering, you will help direct technical resources toward customer expectations, deploy and support products and solutions, and provide feedback about successful implementations and ongoing challenges. The role includes technical support, troubleshooting, on-site upgrades and service, quality checks of contractor installations, customer training, and maintaining technical documentation. You will also work with engineering and customers on equipment mounting solutions and communicate requests for product and system improvements.

Requirements

Strong understanding of vehicle electrical systems, including multiplexed systems.
Strong troubleshooting skills.
Computer and basic networking skills.
Familiarity with JIRA, Confluence, MS Project, or similar applications.
Proven ability to communicate complex topics to customers and engineering.
Excellent written and verbal communication and presentation skills.
Ability to pass and maintain DOT Drug & Alcohol Testing compliance.

Nice To Haves

Bachelor’s degree in engineering or computer science preferred.
At least one year of experience in a mobile vehicle solutions environment; preference given to candidates experienced with Class 7 and Class 8 vehicles.

Responsibilities

Work with device firmware and cloud application software teams to introduce improvements that meet client needs.
Act as the customer's first point of contact for technical support issues regarding the Safe Fleet solution.
Independently solve or recommend solutions for complex issues, including wireless and cellular connectivity to on-premises and cloud solutions.
Perform server and firmware software upgrades and other technical tasks on-site.
Perform installation and maintenance tasks on devices, sensors, and cameras installed in or on Class 7 and 8 vehicles.
Ensure contractor installations meet quality standards, verify system functionality, and provide final sign-off.
Document and communicate requests for product and system improvements.
Work with Engineering and customers to design or modify equipment mounting solutions for devices, sensors, and cameras inside and outside vehicles.
Engage stakeholders as required to refine or clarify business requirements and feedback.
Interact with end users to solve problems, augment system functionality, and improve solution performance.
Assist in training customers on system applications.
Drive the creation, review, and submission of technical support documentation updates.
Ensure resolved incidents are properly documented and closed.
Perform other duties as assigned.