Product Support Technician

1 week ago

Akron, United States LSI Industries Full time
Build your Career with an Industry Leader

Headquartered in Cincinnati, LSI Industries (NASDAQ: LYTS) specializes in the creation of advanced lighting, graphics, and display solutions. The Company's American-made products, which include lighting, print graphics, digital graphics, millwork, metal and refrigerated products, and custom displays, are engineered to elevate brands in competitive markets. Founded in 1976, LSI has grown and now has a workforce of approximately 1,900 employees and 16 facilities throughout North America, LSI is dedicated to providing top-quality solutions to its clients. Additional information about LSI is available at www.lsicorp.com

We are looking for a Product Support Technician our digital signage team in Akron, Ohio.

Akron, OH is where you'll find LSI's hub for the Printed Retail Graphics & Décor, Digital Solutions, and Adapt Program Implementation businesses. These businesses provide turnkey product and service solutions to the Grocery, Quick Serve Restaurant, Retail Petroleum & Convenience Store and Pharmacy vertical markets.

SUMMARY:

The Product Support Technician is responsible for providing Tier 2 technical support, testing new products and technologies, and assisting in product development. This role involves supporting end users with digital signage systems, acting as a technical escalation point for support technicians, and producing internal documentation and training materials. The Product Support Technician will play a critical role in monitoring outstanding tickets, training both internal teams and end users, and ensuring seamless operation within the help desk team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Tier 2 Support: Provide advanced help desk support for customer escalations that go beyond the capabilities of the Tier 1 support technicians.
  • Product Testing & Evaluation: Perform hands-on testing of current and future products, including digital signage hardware and software, as directed by the Senior Product Manager. This includes evaluating functionality, performance, and reliability according to test plans and protocols provided by the Senior Product Manager.
  • Support Documentation: Develop and maintain internal product support documentation, troubleshooting guides, and processes for the support team.
  • Training & Development: Train support technicians on new products, processes, and updates to ensure smooth adoption within the help desk. Occasionally provide technical training for end users as needed.
  • Ticket Monitoring & Resolution: Assist the help desk in tracking and closing outstanding tickets, providing guidance or additional resources where required to resolve customer issues.
  • Help Desk Coverage: Assist the help desk team by covering shifts for breaks or vacations as necessary, performing standard Tier 1 support technician responsibilities when needed.
  • Customer Interaction: Interact with customers via phone, email, or support portals to resolve escalated issues related to digital signage systems, ensuring timely and professional communication.
  • Collaboration: Work closely with field technicians, vendors, and internal teams to address technical issues, ensuring seamless customer service and product reliability.
  • Process Improvement: Identify recurring issues, propose improvements to troubleshooting procedures, and provide feedback for enhancing product support capabilities.
  • Prototype Deployment: Participate in the implementation and testing of new products or prototypes to ensure successful integration into the support ecosystem.
  • Other Duties as Assigned: Carry out additional tasks as assigned by the supervisor to ensure the effective operation of the support team.
EDUCATION AND/OR EXPERIENCE:
  • Bachelor's degree in information technology, Computer Science, or a related field; or a minimum of 3 years of technical support experience, preferably in a digital signage or related technology environment.
  • Strong experience with Linux operating systems is a must, particularly in troubleshooting, configuration, and system management.
  • Experience with product testing, troubleshooting, and technical support documentation is highly desirable.
  • Familiarity with networking and digital signage hardware/software is required.
  • Equivalent combination of education and experience will be considered, with a preference for candidates who demonstrate strong technical skills and support experience.
CERTIFICATES, LICENSES, REGISTRATIONS:
  • A+ and LPIC-1 are preferred but not required.
REQUIRED BEHAVIORAL COMPETENCIES:
  • Builds Strategic Working Relationships: Develops and leverages collaborative relationships to achieve work goals.
  • Builds Trust: Communicates and interacts in ways that instill confidence in their intentions and those of the organization.
  • Decision Making: Analyzes issues, problems, and opportunities to draw informed conclusions; uses sound judgment to choose actions or develop solutions that align with available facts and constraints.
  • Planning and Organizing: Establishes effective plans and organizes work to ensure tasks are completed efficiently.
  • Initiates Action: Takes prompt and proactive steps to accomplish objectives, going beyond what is required to achieve goals.
  • Customer Focus: Prioritizes customers and their needs, developing and maintaining productive relationships.
LANGUAGE SKILLS:
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Benefits:
  • 401(k)
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off

EEOC:

LSI is committed to a diverse and inclusive workplace. LSI is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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