at SPX Corporation dba Genfare in Elk Grove Village, Illinois, United States
Job Description
Technical Support Engineer
Location:
Elk Grove Village, Illinois, United States
Building the people that build the world.
With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.
As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry. By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.
How you will make an Impact (Job Summary)
As a Technical Support Engineer, your core function will be managing technical inquiries and performing system reviews of our fare collection solutions. You will be responsible for software system installations, upgrades, implementations and training client teams-including their IT, planning, operations and maintenance departments. You will collaborate with our Program Management, Implementation, and Field Services team on customer schedules, issues, implementations installations and trainings, and ensure that all services are documented to the designated project and tracked to completion. A successful Technical Support Engineer will also identify and solve any gaps in the process while on the job and then be able to leverage any changes that need to be made internally to resolve an issue. In this role you are a client advocate and need to be able to be able to communicate the voice of the customer.
This is a highly-visible, customer facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a customer's expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.
The ideal candidate has exceptional presentation and technical skills, thinks quickly on their feet and will represent Genfare with poise and professionalism.
What you can expect in this role (Job Responsibilities)
While each day brings new opportunities at SPX, your core responsibilities will be:
Provide Level 1 and Level 2 Technical Support on software and hardware issues.
Provide client with overview of implementation activities and assist them with training and support.
Serve as a product expert, being able to solve routine product and system issues.
Provide expert product knowledge across our product lines.
Troubleshoot fare collection systems and networks over the phone and at client sites.
Utilize Jira, SAP or other tools to view requests for scheduling.
Provide maintenance, report or driver training.
Understand and communicate customer goals.
Identify consequences of various solutions.
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.
Solicit and analyse customer feedback for product performance and value.
Handle customer issues promptly and escalate issues as necessary.
Configure and test fare collection systems and networks.
Review technical specifications.
Assist in the development of sales and marketing information.
Complete special projects as directed by management.
Some travel may be required for Technical Support activities (~ 10%).
What we are looking for (Experience, Knowledge, Skills, Abilities, Education)
We each bring something to the table, and we are looking for someone who has:
Required Experience
BA/BS degree in Engineering or related field or equivalency
3-5 years of experience, preferably in fare collection or a related industry
Must have sound workstation/server knowledge and a computing support background, with a focus on hardware, and a thorough knowledge of Operating Systems including Windows and Windows Server.
Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
Knowledge of Jira, Salesforce and Microsoft Office Suite
Knowledge of MS SSMS and Sybase installation and support
Able to write simple SQL queries
Basic AWS knowledge
Basic computer architecture knowledge
Experience in AWS applications support is a plus
Good understanding in SSIS and SSAS is a plus
Experience in VMWare, Azure or Hyper-V is a plus
Experience in Mobile App support on Android and iOS is a plus
Experience in Linux, any RTOS and embedded system support is a plus
Preferred Knowledge, Skills, and Abilities
Excellent written and verbal communication skills
A common sense understanding to carry out instructions provided in written, oral or diagram form
Attention to detail and accuracy
Adaptability and flexibility
Analytical... For full info follow application link.
