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Product Support Specialist

2 months ago

Coppell, Texas, United States Global IID Parent LLC Full time
Job Description

Job Summary:

The Product Support Representative will provide technical support to field service center personnel and assist interlock clients in customer problem-solving in a calm and professional manner. This role requires excellent communication skills, a good understanding of various hardware and software components, and the ability to recognize priorities and meet deadlines.

Key Responsibilities:

  1. Provide product support for field service center personnel and assist interlock clients in customer problem-solving.
  2. Coordinate with the service department, reporting department, and engineering team to document and solve technical issues pertaining to interlock hardware, software, and reporting.
  3. Review state regulations within the regulation review team to check for device functionality and compliance.
  4. Provide product support to both Draeger service personnel and service providers.
  5. Setup, maintain, and support computer systems used in Draeger owned service centers.
  6. Develop, create, test, and implement software release programs as well as small interfaces for technician ease of use.
  7. Actively solicit constructive product feedback from DSDI and DASP technicians.
  8. Document all product support calls within established processes and procedures.
  9. Test beta software and/or D-Safe releases for operation in various conditions to ensure functionality.
  10. Review field logfiles for discrepancies to identify potential trends in error.
  11. Create field communications of software/hardware changes/updates and ensure they are properly distributed.
  12. 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.
  13. Review and adjust data in IDM/D-Safe to ensure accurate record of locations, technicians, pricing, and parameters being used in the field.

Requirements:

  • 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:

  • 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 uncontrolled climate
  • 24-hour on-call support for field technicians

General Requirements:

  • 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