Technical Product Specialist

Summary

Join IPS Group, Inc. as a Technical Product Specialist, providing escalated support for servicing, maintaining, repairing, adjusting, testing, and installing equipment across the United States. This role involves up to 25% travel, currently remote with potential future adjustments. You will oversee post-sales technical field support, support various technical products, develop support policies and procedures, and act as a liaison between engineering and customer service. The position requires strong communication and presentation skills and involves managing a service ticketing system and performing analytics to improve products. This customer-facing role offers a flexible work arrangement.

Requirements

• Ability to communicate both verbally and in writing with business professionals
• Ability to execute and submit expense reports
• Ability to work independently with little or no supervision
• Excellent customer service skills
• Proven ability in developing and maintaining effective internal and external relationships
• Effective time management and organizational skills
• Ability to use basic computer skills to perform diagnostic testing
• Available for stand-by and after-hours responsibility
• Ability to continually learn new product service techniques
• AA degree or bachelor’s degree required
• Some software troubleshooting background
• Some hardware troubleshooting background
• Proficient in Excel and or database queries for analysis
• Customer service background

Responsibilities

• Resolve open service issues
• Communicate with clients in troubleshooting open service issues and to provide technical support
• Proactively and react to requests to resolve hardware issues related to IPS Group Inc. designed and supported products
• Supervise Installation and configuration of new equipment, including operating software or peripheral equipment
• To be subject matter expert on specific products in order to provide high level guidance on resolving technical service issues in the field
• After hours on call for supporting remote technicians in the field
• Provide technical support to users or clients regarding the maintenance, development, or operation of the data management system, equipment, or applications
• Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Ensure the timely delivery of upgrades, maintenance, and repairs for clients
• Advise/train customers concerning equipment operation, maintenance, or client specific configuration
• Interact with customers to determine details of equipment problems
• Train new technical support team members
• Repair, adjust or replace electrical mechanism, components, or parts
• Analyze equipment performance records to assess equipment functioning
• Serve as liaison between Customer Support and Engineering
• Escalate open issues to engineering
• Ensure that all service issues are documented in the ticketing system
• Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their particular open service issue
• Feel comfortable contributing to IPS Group customer and trade show presentations
• Complete and submit timecards and expense reports per the guidelines defined in the IPS Group spending policy and employee handbook

Preferred Qualifications

Prior mechanical or electronic assembly preferred

Benefits

Flexible work arrangement for this position, currently remote, with the possibility of future adjustments based on business needs