Regional Field Technician

Verra Mobility•Michigan_Remote, MI

20d

About The Position

The Regional Field Technician facilitates service and implementation of PARCS (parking access and revenue control system) hardware and software and provides ongoing direct support to customers in Michigan and northern Indiana. The role troubleshoots software, hardware, operating system, network, database, and related technical problems, and performs the service actions needed to resolve them. The technician supports PARCS installations by assisting Sales and Sales Engineers with technical requirements and hardware implementation plans, developing and overseeing test plans, documenting results, and performing onsite installation, commissioning, and service tasks. The role also configures solutions for staging and acceptance testing and supports project testing and customer approval. The position’s primary focus is service and support for existing customers. It includes onsite and remote technical support, break-fix repairs, network diagnostics, RMA processing, vehicle inventory management, preventative maintenance, and work-order and report submissions. An on-call rotation is required for potential emergency after-hours service. The technician works with Sales Engineers, Project Managers, equipment installers, customers, and internal support staff. The role includes inspecting third-party onsite activities and providing guidance, maintaining installation and support documentation, and sharing knowledge and materials to improve customer support. The technician is expected to build expertise in T2 PARCS products and supported hardware, evaluate competitive solutions, relay customer feedback, and maintain relevant information technology skills.

Requirements

3–10 years of experience as a service technician in the manufacturing, security, electronics, parking, or transportation industry.
Extensive knowledge of T2 software products, services, and processes, or the intellect, technical inclination, and dedication to gain that knowledge.
Extensive knowledge of operating systems and software products, such as word processors and spreadsheet programs.
Strong time-management skills.
Knowledge of the parking industry, or the intellect and dedication to gain that knowledge.
Ability to work well in a cross-functional environment and independently as well as part of a team.
Ability to continually improve, maintain a positive attitude, and demonstrate enthusiasm.
Ability to read, analyze, and interpret financial reports and business, professional, and technical documents.
Ability to respond to common inquiries or complaints from customers and staff.
Ability to present information effectively and respond to questions from prospects, customers, management, and staff.
Ability to calculate figures and amounts such as discounts and percentages.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret varied instructions and deal with abstract and concrete variables.
Ability to prioritize tasks and tactfully negotiate priorities with end users.
Ability to work under deadline pressure and work extra hours if needed.

Nice To Haves

Experience in a software/firmware environment.

Responsibilities

Provide service and support to existing customers, including troubleshooting system issues, break-fix repairs, network diagnostics, RMA processing, vehicle inventory management, preventative maintenance, work-order submissions, report submissions, and customer relationship management.
Participate in an on-call rotation for potential emergency after-hours service.
Configure solutions as designed for staging and acceptance testing, and assist with project solution testing and customer approval.
Work with Sales Engineers and Project Managers to understand project deliverables and system designs.
Perform installation and implementation tasks required by project scope.
Work with parking access and revenue control equipment installers to provide onsite hardware installation and support.
Inspect third-party onsite activities and provide guidance based on solution knowledge and subject matter expertise.
Provide customers with onsite and remote technical support and troubleshooting for T2 and third-party software and hardware.
Provide feedback, knowledge, and materials to T2 support staff to improve the customer experience.
Develop and maintain documentation for installation and support of T2 PARCS software and hardware, including contributing to self-service and other knowledge resources.
Develop and oversee test plans to confirm hardware and software performance against contractual obligations, and document test results.
Assist T2 Sales and Sales Engineers with technical requirements and hardware implementation plans for PARCS installations.
Obtain and maintain expertise in T2 PARCS software and supported hardware; research, understand, and evaluate competitive solutions.
Receive and relay customer feedback to support product functionality and competitiveness.
Maintain information technology skills and rapidly learn software product installation, configuration, and operational characteristics.
Maintain a professional and appropriate appearance and demeanor when working with customers and partners.
Perform other duties as assigned, including some assembly, troubleshooting, and repair.