Product Support Technician

Product Support Technician

Wavetronix is seeking a skilled and motivated individual to join our support team as a Product Support Technician. A successful candidate will be responsible for providing technical support and assistance to our customers while maintaining strong relationships with them. The Product Support Technician will play a crucial role in ensuring customer satisfaction and promoting the effective use of our products.

This role will be open in our Springville, UT, Nashville, TN, and Oviedo, FL location. Any location will be required to work onsite M-F 5am-2pm MT/6am-3pm CT/7am-4pm ET.

A successful Support Technician Success will:

• Provide world-class support for Wavetronix products on the phone, via email, and in person.
• Document and track all customer interactions in CRM, including cases, activities, and communication.
• Track and update RMAs providing reports/updates to customers and internal teams.
• Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
• Master installation, configuration, and troubleshooting of Wavetronix products.
• Provide support for on-site installation/configuration of products and diagnose technical errors or problems, either over the phone, via email, or in person.
• Document processes, produce detailed trip reports, and maintain CRM knowledge base.
• Collaborate with the team, share information across the organization, and ensure final resolutions for support issues.
• Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
• Provide technical training on products to customers, both in the field and in-office.
• Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
• Build positive relationships with customers and provide excellent customer support.
• Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM.
• Maintain an expert-level understanding of Dynamics 365 Customer Service.
• Possess strong written and verbal communication skills.

Collaborate actively in a team-oriented environment to accomplish shared goals and support cross-functional initiatives.

Communicate proactively and professionally with team members and managers to ensure alignment, share updates, and resolve issues.

Participate in ongoing training and development opportunities to enhance personal growth, improve job-related skills, and contribute to team success.

Perform other duties, tasks, and responsibilities, including as listed in GlassFrog, and support other teams as assigned, which may fall outside the essential duties and responsibilities.

Requirements:

• Previous experience in a similar technical support role.
• Strong technical background with a technical degree or certifications.
• IMSA Signal Technician Level I or Level II (Field) a plus but not required.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in using CRM systems, preferably Dynamics 365 Customer Service.
• Knowledge of networking concepts.
• Exceptional written and verbal communication skills.
• Ability to work independently and within a team.
• Willingness to travel to multiple locations as required.
• Self-motivated and driven to achieve customer satisfaction.
• Strong organizational and time management skills.

More specifically, the successful Product Support Technician will exhibit core competencies based on an aggressive training schedule as follows:

3 Month Milestones:

• Understand company core values, strategies, and initiatives.
• Demonstrate functional knowledge to troubleshoot, test, repair and service Wavetronix technical equipment.
• Able to effectively use mobile and desktop tools and applications.
• Have a positive relationship with Wavetronix customers.
• Able to understand and effectively communicate technical procedures and processes to customers.
• Comprehend customer requirements and make appropriate recommendations to the client.
• Effectively communicate and cooperate with Technical Services and share information across the organization.
• Demonstrate a functional knowledge of the RMA process.
• Navigate CRM and ERP systems proficiently and demonstrate the ability to create records in both systems.

6 Month Milestones:

• Master installation and configuration of Wavetronix products.
• Demonstrate the ability to troubleshoot, test, repair, and service technical equipment.
• Demonstrate functional knowledge of Wavetronix non-core product line.

12 Month Milestones:

• Ability to install, configure, troubleshoot, and demonstrate all Wavetronix products.
• Learn intersection and controller cabinet basic operation.
• Perform at least 5 solo technical customer visits.

Wavetronix is the leader in radar in the Intelligent Traffic Industry. Our best Product Support Technicians can work with all kinds of people, from roadside technicians to city planners and engineers. Candidates must be able to communicate effectively via email, phone and in person. Candidates should be willing to get their hands dirty and solve the customer's problem, document the problem, and teach others how they solved that problem.

If you are a dedicated and customer-oriented individual with a passion for technical support, we encourage you to apply for the position of Product Support Technician. Join our team and help us deliver world-class support to our valued customers.

Wavetronix' core purpose is to enable rewarding careers and foster personal development. Today, we meet that purpose by creating innovative technologies that make the world's roads safer and more efficient. Our core values include putting people first and embracing a growth mindset. We lead with insight and innovation; seek out, embrace, and solve difficult challenges; and strive to change the way our customers approach their problems. As a result, we have enjoyed strong growth over the last 25+ years. We continue to invest in long-term growth, creating even more opportunities.

Wavetronix is an affirmative action equal opportunity employer.