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Technical Support Engineer

2 months ago

Elk Grove Village, Illinois, United States SPX Corporation Full time

Building the people that build the world.

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.

How you will make an Impact (Job Summary)

As a Technical Support Engineer, your core function will be managing technical inquiries and performing system reviews of our fare collection solutions. You will be responsible for software system installations, upgrades, implementations and training client teams-including their IT, planning, operations and maintenance departments. You will collaborate with our Program Management, Implementation, and Field Services team on customer schedules, issues, implementations installations and trainings, and ensure that all services are documented to the designated project and tracked to completion. A successful Technical Support Engineer will also identify and solve any gaps in the process while on the job and then be able to leverage any changes that need to be made internally to resolve an issue. In this role you are a client advocate and need to be able to be able to communicate the voice of the customer.

This is a highly-visible, customer facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a customer's expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.

The ideal candidate has exceptional presentation and technical skills, thinks quickly on their feet and will represent Genfare with poise and professionalism.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

  • Provide Level 1 and Level 2 Technical Support on software and hardware issues.
  • Provide client with overview of implementation activities and assist them with training and support.
  • Serve as a product expert, being able to solve routine 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 maintenance, report or driver training.
  • Understand and communicate 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.
  • 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%).

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

  • BA/BS degree in Engineering or related field or equivalency
  • 3-5 years of experience, preferably in fare collection or a related industry
  • Must have sound workstation/server knowledge and a computing support background, with a focus on hardware, and a thorough knowledge of Operating Systems including Windows and Windows Server.
  • Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
  • Knowledge of Jira, Salesforce and Microsoft Office Suite
  • Knowledge of MS SSMS and Sybase installation and support
  • Able to write simple SQL queries
  • Basic AWS knowledge
  • Basic computer architecture knowledge
  • Experience in AWS applications support is a plus
  • Good understanding in SSIS and SSAS is a plus
  • 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, any RTOS and embedded system support is a plus

Preferred Knowledge, Skills, and Abilities

  • 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 apply concepts of basic algebra and geometry
  • 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

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

  • 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

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.

ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

SPX TOTAL REWARDS

At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

  • Integrity
  • Accountability
  • Excellence
  • Teamwork
  • Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.