Technical Support Engineer

our team • Elk Grove Village, IL

83d • $93,000 - $112,500

About The Position

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry. By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities. The Technical Services Engineer at Genfare has a core function to manage technical inquiries, perform onsite system reviews of our fare collection solutions and supervise and participate in special projects. You will be responsible for software system installations, Level 3 troubleshooting and training client teams—including their IT, planning, operations and maintenance departments. You will collaborate with internal intra department teams to make sure that implementation projects are on schedule and ensure that all services are documented to the designated project and tracked to completion. You will supervise special project rollouts and make sure that financial goals for the company are met. A successful Technical Services Engineer will also identify and solve any gaps in current processes while on the job and then be able to leverage any changes that need to be made internally to resolve an issue. You will also document implementation of new products and monitor and train internal teams. In this role you are a client advocate and need to be able to communicate the voice of the client. This is a highly-visible, client-facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a client’s expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.

Requirements

• BA/BS degree in Engineering or related field
• 8+ years of experience, preferably in fare collection or a related industry
• Working experience with Windows based software support
• Experience with networking
• Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
• Strong skills in debugging, problem solving and documenting technical analysis
• Knowledge of Jira, Salesforce and Microsoft Office Suite
• AWS certification and experience in AWS applications support
• Expertise in Embedded C, SSIS, DB2 and SQL server
• Experience in VMWare, Azure or Hyper-V is a plus
• Experience in Mobile App support on Android and iOS is a plus
• Experience in Linux, UNIX Shell Scripting, Java, HTML, XML and CSS is a plus

Nice To Haves

• Excellent written and verbal communication skills
• A common sense understanding to carry out instructions provided in written, oral or diagram form
• Attention to detail and accuracy
• Adaptability and flexibility
• Analytical skills
• Mechanical aptitude and ability to work collaboratively with engineering team
• Strong negotiation skills and ability to work with people at all levels inside and outside the organization
• Ability to write reports, business correspondence and procedures, along with being able to effectively present information to managers, clients, customers and the general public
• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists
• Ability to build customer loyalty
• Improve work standards
• Provide continuous improvement
• Initiate action
• Adapt
• Contribute to team success
• Manage work (including time management)
• Communicate effectively
• Cross-sell and make recommendations to improve client solutions

Responsibilities

• Provide Level 2 and Level 3 Technical Support on software and hardware issues.
• Serve as a product expert, being able to solve complex product and system issues.
• Provide expert product knowledge across our product lines.
• Troubleshoot fare collection systems and networks over the phone and at client sites.
• Utilize Jira, SAP or other tools to view requests for scheduling.
• Provide product training.
• Understand customer goals.
• Identify consequences of various solutions.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.
• Solicit and analyse customer feedback for product performance and value.
• Handle customer issues promptly and escalate issues as necessary.
• Provide clients with an overview of installation activities and assist them with training and support.
• Configure and test fare collection systems and networks.
• Review technical specifications.
• Assist in the development of sales and marketing information.
• Complete special projects as directed by management.
• Some travel may be required for Technical Support activities (~ 10%).
• Training activities will require more travel (~15%).

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees