Field Service Support Representative

1 week ago


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

Objective:

  • Deliver comprehensive product assistance and troubleshooting for the Interlock division.
  • Establish and oversee computer systems utilized by service center teams.
  • Support interlock customers effectively.
  • Identify and recommend modifications to D-Safe or interlock software and hardware.
  • Comprehend intricate field scenarios through verbal interactions.
  • Provide solutions utilizing 12-volt vehicle schematics.
  • Keep field technicians informed with operational updates.
  • Manage communication databases and notifications.

Reporting Structure:

  • Reports to: Supervisor of Product Support
  • No direct reports

Key Responsibilities:

  1. Offer product support to field service personnel and assist interlock customers.

Expected Outcome: Swift resolution of support inquiries and D-Safe modifications.

  1. Collaborate with various departments to resolve technical challenges.

Expected Outcome: Foster professional relationships and deliver exceptional support.

  1. Review state regulations to ensure compliance.

Expected Outcome: Confirm devices meet state standards.

  1. Assist service personnel and providers.

Expected Outcome: Effectively manage phone and email communications.

  1. Set up and maintain computer systems in service centers.

Expected Outcome: Guarantee technicians have current software.

  1. Develop software release programs for technician utilization.

Expected Outcome: Equip field technicians with essential tools for success.

  1. Collect feedback from technicians and document interactions.

Expected Outcome: Efficiently report feedback.

  1. Test software releases for operational effectiveness.

Expected Outcome: Ensure software functions correctly.

  1. Analyze log files for error patterns.

Expected Outcome: Identify and report hardware and software concerns.

  1. Create and disseminate communications regarding updates and changes.

Expected Outcome: Promptly inform technicians of modifications.

  1. Identify opportunities for enhancement and propose solutions.

Expected Outcome: Provide solutions for both internal and external challenges.

  1. Review and update system data for accuracy.

Expected Outcome: Maintain precise records for compliance.

  1. Perform additional assigned tasks as necessary.

Required Skills:

  • Proficient in Microsoft Office Suite.
  • Understanding of hardware and software components.
  • State licensing as necessary.
  • Exceptional customer service abilities.
  • Capability to prioritize tasks and meet deadlines.

Work Environment:

  • Office and fieldwork in diverse settings.
  • On-call support for field technicians.

General Expectations:

  • Adhere to company policies and principles.
  • Maintain confidentiality of sensitive information.
  • Exhibit professionalism in all interactions.
  • Seek guidance when necessary.
  • Comply with import and export regulations.


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