Product Support Rep

Job Purpose:

The purpose of this is to provide product support to the Interlock business. These responsibilities include, but are not limited to:

• Provide competent product support and troubleshooting for service center personnel in a calm and professional manner.
• Setup, maintain, and support computers used in the field by service center personnel.
• Assist interlock clients as needed.
• Recognize and submit proposals for any D-Safe or interlock software/hardware change(s) through direct interaction or review of regulations.
• Understand the interlocks capabilities by understanding complex situations taking place out in the field by verbal communication only.
• Be able to give the right solution within a short period of time by reading and understanding 12 volt vehicle diagrams. This includes, but not limited to, relays, ignition harnesses and switches, CAN bus controllers, or any new technology that is released.
• This role also includes updating field technician(s) with any information pertaining to field operations through digital communication.
• Maintaining a database of all communications with field, and any notices created.

Reporting Relationships: List other jobs in the company that are reporting into this job or that this job reports into:

• Role that this job reports to: Supervisor, Product Support
• Role/s that report into this job: N/A
• Approximate number of direct reports (full-time employees reporting to this job): N/A

Principal Accountabilities:

1. Provide product support for field service center personnel. Assist interlock clients in customer problem-solving in a calm and professional manner.

Expected Outcome: Ensure that each DASP/DI product support phone call/email is taken care of within a one hour window. Any request for D-Safe changes are completed within 24-48 hours.

1. Coordinate with the service department, reporting department as well as the engineering team to document and solve technical issues pertaining to interlock hardware, software and reporting.
   Expected Outcome: Build professional relationships within the office to ensure that you are able to provide excellent customer service and product support. Excellent and professional communication skills must be used.
2. Review state regulations within regulation review team for said state (PSD, Training, Compliance, RSM, DSM, etc.) to check for device functionality and compliance.

Expected Outcome: Using a cohesive review process ensures that the device and related items are operating as needed per state to maintain compliance.

1. Provide product support to both Draeger service personnel as well as service providers.

Expected Outcome: Ensure phone calls and emails are taken care of.
Provide support for interlock installations into vehicles that have never been done before. Use proficient verbal skills to ensure installation process is understood over the phone. Any and all issues, concerns, comments, or results must be documented clearly.

1. Setup, maintain and support computer systems used in Draeger owned service centers.

Expected Outcome: Ensure DI technicians have the most current and up to date software necessary to complete their day to day operations. All software should be tested in all possible software environments to ensure the release will work properly. Support Microsoft updates as needed. Stay current with all current and upcoming operating systems in a way that helps you relate possible issues out in the field.

1. Develop, create, test, and implement software release programs as well as small interfaces for technician ease of use.

Expected Outcome: To provide ease of use tools to field technicians to reduce field frustrations and ensure all needed software and information is readily available for field technicians success.

1. Actively solicit constructive product feedback from DSDI and DASP Technicians

Expected Outcome: Report any product feedback verbally or written proficiently.

1. Document all product support calls within established processes and procedures.

Expected Outcome: Be proficient with all written documentation

1. Test beta software and/or D-Safe releases for operation in various conditions to ensure functionality.

Expected Outcome: Ensure functionality of interlock software and D-Safe continues to work as expected, or has been adjusted to meet ever changing state demands.

1. Review field logfiles for discrepancies to identify potential trends in error.

Expected Outcome: Identify hardware/software issues to be submitted for change/correction to C&D Germany.

1. Create field communications of software/hardware changes/updates and ensure they are properly distributed.

Expected Outcome: Ensure field technicians are properly and promptly notified of any hardware/software changes as they occur.

1. Identify areas for improvement and identify solutions to any given issue both internal and external, through the use of new technology or process based solutions.

Expected Outcome: Continued improvement through use of new technology as the opportunity arises, full write will be required.

1. Review and adjust data in IDM/D-Safe to ensure accurate record of locations, technicians, pricing, and parameters being used in the field.

Expected Outcome: Ensure proper record of informant in IDM/D-Safe. Also confirms use of proper parameters in the field to keep devices working to newest regulation standards.

1. Performs other duties as needed and assigned.

Special Competencies or Certifications:

• Proficient with Microsoft Office Suite (e.g., Outlook, Word, Excel, PowerPoint)
• Good understanding of various hardware and software components and their relationship to each other.
• State licensing as required per state
• Excellent customer service skills
• Consistently show ability to recognize priorities and meet deadlines to ensure each assignment submitted is correct and on schedule

Work Environment / Conditions:

• The position is based at Draeger, Inc. Irving, TX
• Time is also spent in meetings and sitting, long periods in front of computer terminal in a smoke-free environment
• Some work will be done in a climate controlled, office environment
• Some work will be done outside of the office in an un-controlled climate
• 24-hour on-call support for field technicians (Expected Outcome: Be available around the clock for Interlock needs as required)

General Requirements:

All employees of the RoadGuard organization are expected to:

• Act as an ambassador of and in accordance with the company's Guiding Principles.
• Adhere to the company's Principles of Business and Conduct.
• Demonstrate good judgment, and respect the confidentiality of company and personnel information.
• Deal professionally and courteously with all internal and/or external contacts.
• Seek guidance and direction as necessary in the performance of duties.
• Adhere to all company import and export compliance work instructions, policies and procedures.
• May also add if Employees that has EAR and/or ITAR controlled technology responsibility will receive the above plus this second bullet point : Responsible for EAR and/or ITAR controlled technology as defined by and outlined in DSP 7411 Technology Control Plan (EAR and ITAR).
• Authorities for this position are those specified directly or formally delegated in the ISO Procedures and Work Instructions.