Field Technical Support Specialist

JOB SUMMARY

As the onsite Field Technical Support/Quality Control, you will play a crucial role within the Safe Fleet team, collaborating with key customers, Engineering, Support, and Sales to implement and maintain our products in the field. You will work directly with customers to address their unique needs, ensuring our products align with those requirements.

By partnering with Engineering, you'll help focus our technical resources to meet customer expectations. Your role will involve successfully deploying and supporting products and solutions while providing valuable feedback to Safe Fleet regarding successful implementations and ongoing challenges.

JOB RESPONSIBILITIES

Work with the device firmware and cloud application software teams to introduce improvements that meet the needs of the client
Act as the first point of contact for the customer for technical support issues regarding the Safe Fleet solution
Independently solve or recommend solutions for complex issues and problems, including wireless and cellular connectivity to the on prem and cloud solutions.
Perform server and firmware software upgrades and other technical tasks on-site.
Perform installation and maintenance related tasks on devices, sensors and cameras installed in/on class 7 and 8 vehicles
Ensure contractor installations meet our quality standards, verify system functionality, and provide final sign-off.
Perform installation and maintenance related tasks on devices, sensors and cameras installed in/on class 7 and 8 vehicles for devices in need of service.
Document and communicate requests for product and system improvements.
Work with engineering and the customer to design/modify necessary equipment mounting solutions for various devices, sensors and cameras for inside and outside the vehicles.
Engage with stakeholders as required to refine/clarify business requirements and feedback.
Interact with end users to solve problems, augment the system functionality, and improve solution performance.
Assist in the training of customers on systems applications.
Drive the creation, review, and submittal of technical support documentation updates.
Ensure that resolved incidents are properly documented and closed.
Other duties as assigned.

Requirements
A strong understanding of vehicle electrical systems, including multiplexed systems.
Strong troubleshooting skills (essential).
Computer and basic networking skills (essential).
Familiarity with JIRA, Confluence, MS Project, or similar applications
Proven ability to communicate complex topics to both customers and engineering
Bachelor’s degree in engineering or computer science preferred
A minimum of one year’s experience in a mobile vehicle solutions environment (preference given to candidates experienced working with class 7 and class 8 vehicles).
Excellent written and verbal communication and presentation skills
This role will require the ability to pass and maintain DOT Drug & Alcohol Testing compliance.