Signal Service Technician (75% travel)

Traffic and Parking Control Co•Pawtucket, RI

About The Position

The Field Service Technician II supports all TAPCO (Traffic & Parking Control) systems through field and office-based work. The role involves regular interaction with customers, vendors, internal teams, and the public, while serving as a front-line representative focused on resolving issues right the first time. Overnight travel of up to 25% within the continental United States is required.

Requirements

Ability to work independently while delivering excellent customer service in high-volume, high-stress environments.
Strong verbal and written communication skills in English; professional, positive, and customer-focused interpersonal skills.
Proficient with computers and software, including Windows OS, Microsoft Office, email, file management, and system documentation.
Solid knowledge of electronics, electromechanical systems, AC/DC power principles, and IP networking (routers, switches, modems).
Experience configuring, integrating, and operating TAPCO hardware and software systems.
Ability to read, interpret, and follow technical documents, manuals, schematics, diagrams, and schedules.
Skilled with hand and power tools; able to work on ladders and safely operate vehicles and bucket trucks.
Willingness to work outdoors in varying weather conditions and outside regular hours, including on-call support.
Capable of troubleshooting complex system issues, identifying root causes, and providing effective resolutions.
Ability to track and communicate project status, meet deadlines, and collaborate effectively with multiple teams.
Possess and maintain a valid driver’s license with 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

Perform all work with a focus on safety and compliance with traffic regulations.
Resolve customer issues via phone, remote support, or on-site visits, escalating when necessary, and ensure customer satisfaction.
Collaborate with Sales, TSG, and Project Managers to address customer concerns.
Troubleshoot, repair, install, and maintain TAPCO systems, including electronic and electromechanical components.
Operate tools, vehicles, and bucket trucks safely, stage and load equipment for service calls.
Track and document service work, time, inventory, and open service tickets in ERP and ServiceNOW, including RMA processes.
Provide training to customers and create knowledge articles for system operation, troubleshooting, and updates.
Participate in a 24/7 on-call rotation and travel overnight up to 25% as required.
Support continuous improvement initiatives, obtain technical certifications, and attend training to develop skills.
Maintain effective working relationships with customers, vendors, contractors, and internal teams.
Perform other duties as assigned.