Customer Tech Support & Field Install Technician

Watchfire; Danville (IL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Company Paid Life/ADD

Voluntary Life/ADD

Dependent Life/ADD

401k with Employer Match

Vacation

Personal Time

Job summary

Watchfire seeks a hands-on customer tech support specialist in the United States. The role emphasizes prompt, high-quality service with first-call resolution for customers, dealers, and end-users. You will contribute to expanding the Watchfire knowledgebase and maintain detailed service records.

Travel to job sites for installation and training may be required. Some weekends or on-call support could occur, with potential growth into R&D assignments depending on education and training.

Qualifications

• AA/AS/AS degree in a technical field (or military equivalent) minimum.
• BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.
• 1+ years of helpdesk/phone support experience is strongly preferred.
• Ability to perform physical tasks such as lifting and working on ladders.

Responsibilities

• Provide world-class customer tech support promptly, with focus on quality and first call resolution.
• Assist in continual improvement/expansion of the Watchfire knowledgebase.
• Maintain detailed customer records in the Customer Service database.
• Perform other various special software and engineering assignments or duties as required.
• Possible travel to job sites for hands-on installation, training, or service.
• Occasional weekend duties, such as on-call or remote weekend helpdesk support.
• Interact with design/engineering team with potential to grow into R&D assignments.

Skills

Networking basics

Electronics knowledge

Hands-on networking

Customer service experience

Physical ability

Verbal communication

Bilingual Spanish (optional)

Overtime/weekend availability

Education

AA/AS/AS degree in technical field

BS in EE/EET/CE/ECE/MIS or IT

Job description

Watchfire seeks a hands-on customer tech support specialist in the United States. The role emphasizes prompt, high-quality service with first-call resolution for customers, dealers, and end-users. You will contribute to expanding the Watchfire knowledgebase and maintain detailed service records.

Travel to job sites for installation and training may be required. Some weekends or on-call support could occur, with potential growth into R&D assignments depending on education and training.