Technical Support Specialist I
About The Position
Using established practices and procedures, the technical support specialist provides initial technical support for basic customer issues relating to assigned business unit’s products. Support will be provided through various contact methods to both internal and external customers in a support center environment. Federal Signal in University Park is a leading manufacturer and supplier of comprehensive systems and products used to protect people and property. Their products and integrated solutions include systems for campus and community alerting, emergency vehicles, first responder interoperable communications, industrial communications, and command and municipal networked security. Specific products include: lightbars and sirens, public warning sirens and public safety software. Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where they work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Downers Grove, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems.
Requirements
- Associate degree in engineering, related technical discipline or work history in technical support role.
- Minimum of one (1) years’ experience in a customer-facing support role, preferably in a technical, business-to-business (B2B) environment.
- Capable of learning technical products, systems, solutions, their associated technologies as well as their applications.
- Solid interpersonal skills, business sense and professionalism to communicate with all levels of management and customers.
- Customer service oriented.
- Good written and verbal communication skills, capable of effectively and professionally engaging customers telephonically and through other media (e.g., email, web portals, etc.).
- Strong partnering and collaboration skills.
- Willingness and ability to take direction from multiple sources.
- Must be able to multi-task while maintaining adherence to established policies, procedures and deadlines.
- Resourceful, confident, and capable of solving problems.
- Organizational skills and ability to prioritize and respond to changes in workflow.
- Solid team orientation, possessing integrity and strong work ethic.
Responsibilities
- Provides first-line of post-sales technical support of assigned products via telephone, email, chat, and remote control/ assist software.
- Answers basic questions about installation, operation, configuration, customization and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Creates case logs, records information, establishes resolution time, follows up on issues, and escalates complex issues.
- Provides other ad hoc support and duties as assigned.
- Acquires Federal Signal and industry knowledge through continuous training.
- Periodically participates in customer site visits and industry trade shows and events.
Benefits
- annual bonus potential
- insurance (life, medical, dental, vision)
- paid holidays
- paid vacation
- 401(k) with matching contributions
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
