Modem Management & Connectivity Specialist

AquaPhoenix Scientific, located in Hanover, PA is seeking a Modem Management & Connectivity Specialist to join our technology team to provide modem management services and integration support. This is a full-time, on-site position based in Hanover, PA. Remote opportunities may exist for the right qualified candidate.

This is an excellent opportunity for recent graduates and/or individuals that have a strong technical foundation in telecom, computer technology, and/or similar background and experience. Modems are used in the field of industrial water treatment helping to support a cleaner global water supply.

The Modem Management & Connectivity Specialist will play a critical role in providing technical expertise and support to end users who utilize our modem equipment and technology to establish and maintain remote connections to a network. In this role, the successful candidate must have an ability to comprehend and diagnose issues remotely, seek and apply solutions, and maintain a passion for effective and positive customer communications.

Essential Responsibilities and Expectations:

Although not all inclusive, the ideal candidate in this role will have experience in the following area of essential responsibilities and standards:

• Provide proactive modem management services and integration support.
• Maintain and apply a wide span of industry knowledge and experience to investigate, analyze, and implement “best case” recommendations to resolve customer needs.
• Exhibit proficiency in modem hardware and cellular network technologies.
• Set up, operate, and troubleshoot modems and controller connectivity issues.
• Analyze data to meet program deliverables and enhance customer satisfaction.
• Respond to customer inquiries and resolve issues using a ticketing service.
• Develop and deliver reports as appropriate. Communicate clearly with internal and external customers.
• Guide customers through troubleshooting processes and help them navigate technical challenges effectively.
• Maintaining a standard to always exceed customer expectations.
• Implore best practices and sound judgement with a goal to provide a “one-call” solution by assessing/identifying customer concerns in a logical, step-by-step manner.
• Collaborate across multifunctional teams (engineering, product development, finance, and sales) as necessary to identify and resolve reoccurring or potential issues.
• Elevate complex technical issues, accordingly, remaining involved in the process until resolution is achieved and customer is satisfied with the response.
• Coach and educate customers for a successful product rollout of features and applications.
• Investigate and reproduce issues while providing temporary solutions and workarounds to ensure continued operability in the field.

AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for the Modem Management & Connectivity Specialist position will frequently have a combined education and/or work experience that is a minimum of a high school diploma and an advanced degree in technology, engineering, information technology or similar field. Experience in modem hardware management and cellular connectivity role with a focus on telecommunications, networking or modem technologies is a plus.

Other qualifications and attributes include:

• Understanding of modem technologies, standards (e.g., LTE, 5G), protocols, and architecture.
• Familiarity with industrial controllers and their functionalities.
• Demonstrated ability to use data analytics in a business context.
• Strong Communication Skills capable of explaining complex technical issues.
• Prior experience with customer service and ticketing systems
• Proven track record of proactive customer engagement and relationship management.
• Strong technical background with the ability to understand complex technical concepts and communicate effectively with engineering teams.
• Excellent leadership, communication, and interpersonal skills with the ability to collaborate effectively across cross-functional teams.
• Detail oriented with strong time management and organizational skills with the ability to multi-task and prioritize tasks in a fast-paced business environment.
• Capacity to complete assigned tasks successfully, on time, and accurately.
• Ability to travel infrequently via vehicle, air, and/or other modes of transportation.
• Valid US driver’s license.

About AquaPhoenix Scientific

AquaPhoenix is driven by a company culture that inspires a flexible, fun, ‘can-do’ approach to business. We are an industry leader in water testing kits and reagent manufacturing, as well as a distributor of thousands of testing products and supplies for a multitude of industries including industrial water treatment, cleaning & sanitation, oil & gas, environmental, water conditioning, and education.

If you are looking for a great work environment, competitive pay, bonus opportunities, career growth, and exceptional benefits that include health, dental, vision, 401(k), STD/LTD, and generous paid time off consider a career with AquaPhoenix Scientific. We are an Equal Opportunity Employer that embraces diverse skills, perspectives and ideas that help our business grow. Minorities, females, protected Veterans, and individuals with disabilities are urged to apply. For more information or to apply, please visit www.aquaphoenixsci.com.