Field Service Senior Analyst, Technical Support

Summary

Join Blackline Safety, a leading provider of wirelessly connected safety products, as a Senior Technical Support Specialist! In this role, you will plan and coordinate on-site visits to customer locations for technical support, conduct training for distributors and resellers, and install and configure Blackline Safety systems. You will provide technical expertise to internal and external stakeholders, troubleshoot technical issues, and collaborate with various teams to resolve problems and improve products. You will also create reports, contribute to the public support site, and identify process improvements. This position requires extensive travel (50-75%) and fluency in English. The ideal candidate possesses strong analytical and communication skills, experience with wireless technologies, and a proven track record in technical support.

Requirements

• Minimum 5 years’ experience in a senior technical support or technical service capacity
• Technical diploma or degree from a recognized institution
• Demonstrated intermediate to advanced analytical skills and aptitude
• Understand wireless standards and configure wireless devices
• Ability to communicate technical issues to users of various backgrounds professionally, using appropriate language for the audience
• Advanced verbal and written business communication skills that are clear, concise, courteous, and professional
• Understand how to support, configure, manage and troubleshoot connectivity devices
• Intermediate to advanced application of analytics tools (Power BI, Tableau etc.) and ability to produce meaningful data
• Intermediate or higher skillset with Microsoft Office tools
• Understanding API and working with authentication and authorization
• Demonstrated project management and organizational skills
• Detail-oriented and thrives in a fast-paced environment
• Proactive in your approach to problem determination and resolution
• Ability to travel globally with clean drivers abstract
• Fluent in written and spoken English

Responsibilities

• Plans, coordinates, and travels to customer locations to assist with technical site planning and problem analysis
• Distributor/reseller training both in-house and remotely throughout Europe and the UK
• On-site installation and configuration of systems, Celfi/Beacons/ Dock installation, and associated Blackline product
• Supporting our European and UK customers with site surveys and deployment of products
• Provides technical expertise, guidance and escalation support to our first level Technical Support Analysts globally
• Responds to technical support trouble requests pertaining to hardware, software, firmware, and network connectivity to meet department service levels
• Liaises with the Quality and Engineering teams to highlight and resolve technical product issues
• Identifies technical problem trends and collaborates with internal teams to validate, determine root cause, and take corrective action
• Makes recommendation for product improvements to drive down customer trouble calls based on data from reported cases and feedback from within Blackline
• On behalf of the technical support team, acts as project manager to understand and resolve problems, implement corrective steps & procedures, and introduce solutions to the Technical Support team
• Conducts discovery calls with stakeholders relating to concerns with products and prepares professional recommendations for corrective action
• Supports Blackline’s Client Success Managers with customer key accounts to provide technical expertise where needed
• Collaborate with the Sales Engineering team to answer and resolve complex technical questions and provide priority escalation support
• Work with Product Management to support the implementation of new products and services within technical support. Acts as an advisor on the initiatives to ensure that the interests of customer care are considered as part of the change management process
• Identify process improvements for the overall department and makes recommendations for improvements to our tools for troubleshooting
• Keeps accurate records of technical problem investigations within the department CRM (NetSuite) and JIRA tracking system. Provides regular updates to stakeholders on the status of problem resolution
• Creates professional customer facing reports to explain outcomes of investigations and assists in the customer education process for better understanding of Blackline products
• Creates content to improve Blackline’s public support site and reviews existing content for accuracy

Preferred Qualifications

• Background reading electronic schematics and troubleshooting circuit boards considered an asset
• Gas detection experience or knowledge is considered an asset
• French, Spanish or other languages would be considered an asset

Benefits

Remote