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Technical Programming and Support Specialist

2 months ago

Plano, United States Luminator Technology Group Full time
Department:   Technical Support
Job Status: Full-time
  FLSA Status:   Exempt   Reports To:  Sr. Manager, Technical Support
Grade/Level:  Salary
  Amount of Travel Required: Less than 5% Work Schedule:   M-F Positions Supervised:  0 
POSITION SUMMARY The Technical Programming and Support Specialist is responsible for managing the programming notes process for various customer-specific orders and providing first-line technical support to customers and internal users. This includes handling IPS and MIE files, ensuring the accurate setup and programming of orders, maintaining the production folders and customer databases, troubleshooting technical issues, and ensuring a high level of customer satisfaction.
ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
  Essential Functions:
  • Coordination and Management of Programming Notes:
    • Oversee the programming notes process for customer-specific orders.
    • Ensure the accurate application of standard notes by Customer Service and intervene when notes are missed.
  • Customer Orders Processing:
    • Validate customer details from the sales order and determine the appropriate sign system type.
    • Populate programming notes for IPS or MIE files based on the item description and customer requirements.
  • File Management:
    • Locate and manage customer files in Visual Source Safe (VSS).
    • Ensure all necessary fields are filled out for IPS and MIE databases, including MCU configuration, sign filenames, and message codes.
  • Production File Release:
    • Organize production folders, ensuring files are up-to-date and correctly formatted.
    • Create new folders for customers when necessary, following specific naming conventions.
  • Finalizing Programming Notes:
    • Enter all applicable programming notes, set file release dates, and save the information accurately.
    • Communicate completion of files to relevant production staff.
  • Handling Odd Cases:
    • Manage special cases, such as orders with specific components or customer-specific requirements like White Only programs for color signs.
    • Adjust settings and configurations to match the final customer requirements.
  • Customer Support:
    • Respond to customer inquiries via phone, email, and chat.
    • Diagnose and resolve basic technical issues related to hardware and software.
    • Escalate complex issues to Level 2 support or other departments as necessary.
  • Troubleshooting:
    • Provide step-by-step guidance to customers for resolving technical problems.
    • Use remote access tools to diagnose and fix issues.
    • Document all customer interactions and technical steps taken in the ticketing system.
  • System Maintenance:
    • Perform routine maintenance on customer systems as required.
    • Install, configure, and update software applications.
    • Monitor system performance and report issues to the relevant team.
  • Knowledge Base Management:
    • Contribute to the creation and maintenance of support documentation and FAQs.
    • Update the knowledge base with new solutions and troubleshooting steps.
  • Training and Development:
    • Participate in training sessions to stay updated on new products and technologies.
    • Assist in training new technical support staff.
POSITION QUALIFICATIONS Competencies:
Knowledge
  • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Telecommunications — Knowledge of transmission, broadcasting, switch control, and operation of telecommunications systems.
  • Engineering and Technology — Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Skills
  • Equipment Maintenance — Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
  • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
  • Speaking — Talking to others to convey information effectively.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Abilities
  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
  • Finger Dexterity — The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
  • Near Vision — The ability to see details at close range (within a few feet of the observer).
  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Information Ordering — The ability to arrange things: actions in a certain order or pattern according to a specific rule or set of rules.
Education:  Associate degree in Computer Science, Information Technology, or a related field; or equivalent experience.

Experience:  Minimum of 3 years of experience in a production or programming coordination role. Minimum of 1 year in a technical support or customer service role. Previous experience in the transportation or manufacturing industry.

Technical Skills: 
  • Proficiency with other Microsoft Office applications is required, including but not limited to Word, Excel, Teams, and PowerPoint.
  • Experience with help desk/ITSM applications like ZenDesk, Fresh Service, etc.
  • Proficient in Syteline, Visual Source Safe, and Fileshare.
  • Familiarity with IPS and MIE file systems.
  • Basic understanding of computer hardware, software, and networking.
  • Proficient in using remote access tools and ticketing systems.
  • Familiarity with various operating systems, including Windows and macOS.
  • Familiarity with AWS/Azure server environments.
Certificates & Licenses:  CompTIA A+, Microsoft Certified Professional (MCP), or similar.
PHYSICAL DEMANDS Physical Demands
  • Requires ability to walk, climb, stand, carry materials, stoop, kneel, bend at waist.
  • Maximum unassisted lift is up to 40 lbs. Average lift less than 20 lbs.
  • The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during the normal performance of the job.
  • Compliance with company attendance standards
  • The noise level in the work environment is usually moderate.

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.