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Customer Support Engineer

2 months ago

Southfield, Michigan, United States Road Ready Inc Full time
CUSTOMER SUPPORT ENGINEER

Position:
Customer Support Engineer

Department:
Road Ready Inc

Role Overview:
JOB SUMMARY:
Key responsibilities encompass, but are not limited to, delivering technical assistance in the following domains:

  • Onboarding new clients and conducting User Interface training sessions.
  • Troubleshooting field service issues for existing clients (both remotely and on-site).
  • Providing prompt responses to client inquiries via the technical support line.
  • Collaborating closely with Sales, Solutions Engineering, and Customer Success teams to address client needs or troubleshooting and relay client feedback to internal teams.
  • Conducting internal product training for Sales, Customer Service, and Quality Assurance departments.
  • Evaluating call-log data and proposing recommendations for training or technical documentation aimed at specific clients.
  • Partnering with the Road Ready development team to identify software bugs and resolve client-facing issues while communicating client insights.
  • Diagnosing and rectifying product-related challenges.
  • Supervising equipment installations and instructing OEMs on correct installation methods.

QUALIFICATIONS:

  • Bachelor's degree in Engineering, Computer Science, or a related technical discipline.
  • One to three years of pertinent technical and customer support experience.
  • Basic understanding of 12 VDC wiring and cellular network operations.
  • Familiarity with API data usage through third-party entities.
  • Background in IT or engineering/technical fields preferred.
  • Experience in sales is advantageous.

Benefits of Creating an Account:

  • Monitor order and shipping status
  • Review order history
  • Expedite the checkout process