Fiber Field Service Technician II

TAPCO Inc.; Milwaukee (WI); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Paid holidays

Paid vacation and personal time

Parental leave

401K match

Health, vision, dental

Company events

Job summary

TAPCO Inc. is seeking a Fiber Field Service Technician II to support TAPCO systems in the field, including installations, maintenance, and repairs. Travel up to 25% is required and interaction with customers, vendors, and colleagues is essential to ensure fixed-right-the-first-time service.

You will diagnose electronic and electrical issues, operate field tools, and follow ERP processes. A 25% travel expectation, remote support, and 24/7 on-call duties are included in this role.

Qualifications

• Associates degree in electronics or equivalent field.
• 2+ years of field service experience.
• 2+ years of experience integrating hardware on TAPCO platforms.
• Willing to travel up to 25% of time.

Responsibilities

• Performs field service and repairs with safety in mind.
• Resolve customer issues with minimal supervision to satisfaction.
• Coordinate with Sales/TSG/PM for resolutions and customer concerns.
• Maintain effective relationships with customers, vendors, and teammates.
• Track time, inventory, and service tickets in ERP.

Skills

Customer service

English fluency

Independent work

Problem solving

Verbal communication

Education

Associates degree in electronics

Tools

ServiceNOW

Windows OS

ERP software

Bucket truck

Job description

*Please note - The pay rate will be based on experience*

What TAPCO has to offer you:

• 10 Paid Holidays
• Paid Vacation and Personal Time
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Generous Employer Match and fully vested from day one
• Company-Funded PPE
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee.

What you will accomplish as a Fiber Field Service Technician at TAPCO:

We are seeking a skilled Fiber Field Service Technician II who will work in the field and support all TAPCO (Traffic & Parking Control) systems. This position involves interaction with a wide variety of established customer accounts, vendors, and co-workers from all areas of the company and the general public. As a front-line ambassador for TAPCO, you will be relied upon to promote a positive customer experience with the goal of fixed right the first time, every time. This position requires office and field work, with overnight travel up to 25% of time in the continental United States. This position reports to the Department Field Service Manager.

Essential Duties and Responsibilities:

• Performs all work prioritizing safety first
• Resolve customer issues with minimal supervision to the customer's satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed
• Work with Sales, TSG, Project Managers when necessary to assist with resolutions to problems or customer concerns
• Establishes and maintains effective working relationships with other employees, contractors, vendors, and customers
• Safely operate related tools and equipment
• Follow all traffic safety rules while performing duties
• Track and accurately record time for projects and service tickets
• Track and maintain control over inventory used to ensure proper accounting
• Manages and follows up on all open service tickets for resolution within established service level agreement timeframe
• Coordinates necessary documentation for RMA process and handling of equipment repairs.
• Monitors, prioritizes, and follows-up on all open service cases until resolved and closed within ERP
• Drive and operate a bucket truck * Troubleshoot and repair equipment including diagnosing electronic failures with minimal supervision
• Perform system installations, preventative maintenance, and repairs in the field.
• Operate related computer systems and software
• Stage and load equipment, tools and installation supplies for projects and service calls
• Provide any necessary feedback about discrepancies or issues to internal TAPCO teams.
• Participates in a 24/7 on-call rotation that requires phone support and/or onsite responses after hours.
• Participates in ongoing company-wide continuous improvement
• Travels overnight for both in-state and out-of-state work up to 25% of the time.
• Obtain technical certification and attend trainings as directed by management to further develop career
• Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
• Provides training to customers on system hardware and software.
• Performs other related work as directed by supervisor or manager.

Required Knowledge/Skills/Ability:

• Work well independently
• Excellent customer service skills in a high-stress, high-volume environment with the ability to work under a sense of urgency with minimal supervision
• Excellent verbal and written communication skills in English
• Must possess advanced interpersonal skills: positive, pleasant, respectful and customer focused
• Proficient computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, administrative and e-mail)
• Proficient knowledge of electronic, electromechanical, and electrical power principles to include testing of components in DC and AC circuits
• Possess proficient understanding of routers, switches, and other components of an IP network
• Speak effectively and clearly with customers and employees throughout organization
• Proficient ability to read, analyze, and interpret business communications such as manuals, technical documents, schematics and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Proficient understanding of routers, switches, modems, and networking.
• Proficient knowledge regarding configuration, integration, and operation of TAPCO hardware and software.
• Proficient with basic hand and power tools
• Ability to work on a ladder
• Willing to work outdoors in varying weather conditions.
• Communicate effectively with multiple groups to meet deadlines.
• Ability to work outside regularly scheduled hours to meet operational needs and to respond to after hours emergency calls as required.
• Proficient ability to articulate root causes and resolutions for Engineered to Order system support requests will minimal supervision.
• Safely operate vehicle, related tools, and equipment
• Possess and maintain a valid Driver's License and a satisfactory driving record

Required Experience:

• Associates degree in electronics, or consummate on-the-job experience in a technical support/service-related field.
• 2+ years of industry experience in field service and troubleshooting
• 2+ years of experience integrating hardware on TAPCO software platforms.

About Us:

At TAPCO, our mission is to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO Employer, including Veterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.