Field Service Support Representative
1 week ago
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:
- Offer product support to field service personnel and assist interlock customers.
Expected Outcome: Swift resolution of support inquiries and D-Safe modifications.
- Collaborate with various departments to resolve technical challenges.
Expected Outcome: Foster professional relationships and deliver exceptional support.
- Review state regulations to ensure compliance.
Expected Outcome: Confirm devices meet state standards.
- Assist service personnel and providers.
Expected Outcome: Effectively manage phone and email communications.
- Set up and maintain computer systems in service centers.
Expected Outcome: Guarantee technicians have current software.
- Develop software release programs for technician utilization.
Expected Outcome: Equip field technicians with essential tools for success.
- Collect feedback from technicians and document interactions.
Expected Outcome: Efficiently report feedback.
- Test software releases for operational effectiveness.
Expected Outcome: Ensure software functions correctly.
- Analyze log files for error patterns.
Expected Outcome: Identify and report hardware and software concerns.
- Create and disseminate communications regarding updates and changes.
Expected Outcome: Promptly inform technicians of modifications.
- Identify opportunities for enhancement and propose solutions.
Expected Outcome: Provide solutions for both internal and external challenges.
- Review and update system data for accuracy.
Expected Outcome: Maintain precise records for compliance.
- 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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