Support Engineer
1 month ago
TagMaster NA is seeking an experienced
Support Engineer
with the ability to work with our internal team and assisting existing customers and prospects. Our team of experienced professionals are the focal point for addressing technical issues that arise during the customer’s ongoing use of TagMaster NA Identification solutions.
The job responsibilities will leverage your knowledge and experience in technology related fields to resolve customer technical issues in a professional, timely manner. Opportunity to travel once candidate has proven knowledge of the products and their implementation.
Experience and knowledge of RFID (Radio Frequency Identification), security, access control, and Identification solutions is a plus. This is a full-time position with excellent benefits and available immediately. This position reports to the Vice President of Operations and is for support on the TagMaster NA’s products and services deployed on the access control and security industries, and requires knowledge and understanding of binary, Linux command, and interfaces such as Ethernet, Wiegand, and serial.
We seek an energetic, can-do person who understands happy customers are the key to our long-term success. You will be responsible for interacting and assisting existing customers and prospects in the use of our RFID solutions. You will have opportunities to support our sales staff in pre-sales selling situations with actual product demonstrations and PowerPoint presentations at tradeshows, customer locations or via webinars. Responsibilities may also include creation of technical notes, support videos, and product FAQ’s.
The applicant must have good writing skills, as the position will require written interactions with customers, reseller partners and prospects. we are NOT looking for just a “Techie”. We are looking for a well-spoken individual with a customer-oriented personality that happens to have some solid technical abilities that is excited to grow with the company.
TagMaster NA is a proven leader and solution provider for vehicle identification systems, access control hardware and software products. Our success is fueled by our dedication to both team and customer success and innovative attitude.
To become an expert in the use and configuration of TagMaster products
Represents TagMaster NA and its products in a professional manner
Qualifies customer bug reports and produces repeatable cases
Interacts with sales, support and management teams to ensure problem resolution.
Ability to learn and work on changing and emerging technologies
Sound problem-solving and decision-making skills
Ability to quickly learn new technology and products
Excellent written and verbal communication and documentation skills
Strong problem solving and analysis skills
Be service-oriented and customer-focused
Be Adaptable
Good interpersonal and influencing skills
Knowledge of development methodologies
Experience developing, enhancing, and supporting application systems
Self motivated, well-rounded, self-starter that works best in a collaborative, dynamic and agile environment.
Responsibilities:
Investigate and resolve customer-identified defects, product issues, installation and configuration issues with TagMaster RFID products.
Work directly with other TagMaster Support Engineers, Sales Consultants, Software Engineers and customers to resolve complex issues and provide technical action plans.
Replicate, debug, and fix product issues in various environments, working with TagMaster NA product developers as needed.
Maintain a strong working knowledge of TagMaster products and suggest product improvements.
Be the first point of contact for clients for issues concerning their LPR, RFID and software systems.
Keep track of users’ system issues using established processes, and applications until they are resolved by adhering to the agreed timelines.
Prioritize and manage the workflow
Diagnose, troubleshoot and resolve issues by questioning customers about the issues they are facing in a detailed fashion, so they understand the situation
Provide accurate feedback to customers promptly
Ensure proper logging of all issues
Follow up with clients to ensure things have been resolved after troubleshooting
Document technical knowledge in the knowledge database and documentation
Qualifications:
A minimum of two years’ experience in technology service and product support (hardware and software)
BA/BS degree in technical subject (or an equivalent combination of education, certification, training and/or experience with access control and/or Parking Access)
Must have strong organizational skills and pay close attention to details
Dynamic problem-solving skills and the ability to multi-task and quickly engage in situations, assess alternative courses of action, anticipate issues, and implement programs and tactics to drive effective change
Excellent verbal and written communication skills for phone and e-mail support as well as working as part of a team
Experience with operation and connectivity of networking devices (i.e., hubs/routers/modems/switches)
Knowledge of RFID and License Plate Recognition systems is a plus.
Competency in Microsoft applications including Word, Excel, and Outlook.
Flexibility: Be adaptable, open-minded, and unbothered by change and a dynamic environment while being able to see the big picture.
Additional Requirements:
Must be legally eligible to work in the USA
Travel and fieldwork may be required.
Must be able to use public transportation for business travel (common carrier)
Must be available to work at the TagMaster North America office located in Tacoma, Washington
Candidates must present themselves professionally, both in appearance and verbally
Must be able to understand instructions given in English, both written and verbal.
Must be able to lift 50lbs.
Terms:
Salary Position, Commensurate with Experience
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