Field Technical Support Specialist

Safe Fleet; New York (NY); On-site; USD 90,000 - 115,000; Full time

Job summary

Safe Fleet is seeking an onsite Field Technical Support/Quality Control specialist in New York to collaborate with Engineering, Support, and Sales to implement and maintain products in the field. You will work directly with customers to address their needs, deploy and support solutions, and provide feedback on implementations and challenges.

A strong grasp of vehicle systems and solid troubleshooting are essential.

Qualifications

• Strong understanding of vehicle electrical systems and multiplexed networks.
• Proven troubleshooting skills and ability to resolve complex issues.
• Solid computer networking basics and software connectivity.
• Ability to explain technical concepts to customers and engineering teams.
• Excellent written and verbal communication and presentation skills.

Responsibilities

• Work with firmware and cloud teams to introduce improvements meeting client needs.
• Serve as the first point of contact for technical support issues.
• Independently resolve or advise on complex issues, including wireless and cellular connectivity.
• Perform on-site server and firmware upgrades and related tasks.
• Install and maintain devices, sensors, and cameras on class 7/8 vehicles.
• Ensure installations meet quality standards and provide final sign-off.
• Document and communicate requests for product and system improvements.
• Collaborate with engineering and customers to design mounting solutions.
• Engage stakeholders to refine business requirements and feedback.
• Interact with end users to solve problems and improve performance.
• Assist in training customers on system applications.
• Update technical support documentation updates.
• Ensure incidents are properly documented and closed.
• Other duties as assigned.

Skills

Vehicle electrical systems

Troubleshooting

Networking basics

Communication with customers

Documentation skills

Education

Bachelor’s degree in engineering or computer science

Tools

JIRA

Confluence

MS Project

Job description

Meet the Smart Safety Company

At Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.

About The Position

Meet the Smart Safety Company

At Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.

Our core value is safety. Without safety first, efficiency and productivity are not possible. This is true for our products, our culture, and our relationship with our community. Our vision is to reduce preventable deaths and injuries in and around fleet vehicles with a goal of ZERO accidents.

We are re-defining what safety means for fleets of every type – from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.

Job Summary

As the onsite Field Technical Support/Quality Control, you will play a crucial role within the Safe Fleet team, collaborating with key customers, Engineering, Support, and Sales to implement and maintain our products in the field. You will work directly with customers to address their unique needs, ensuring our products align with those requirements.

By partnering with Engineering, you'll help focus our technical resources to meet customer expectations. Your role will involve successfully deploying and supporting products and solutions while providing valuable feedback to Safe Fleet regarding successful implementations and ongoing challenges.

Job Responsibilities

• Work with the device firmware and cloud application software teams to introduce improvements that meet the needs of the client


• Act as the first point of contact for the customer for technical support issues regarding the Safe Fleet solution


• Independently solve or recommend solutions for complex issues and problems, including wireless and cellular connectivity to the on prem and cloud solutions.


• Perform server and firmware software upgrades and other technical tasks on-site.


• Perform installation and maintenance related tasks on devices, sensors and cameras installed in/on class 7 and 8 vehicles


• Ensure contractor installations meet our quality standards, verify system functionality, and provide final sign-off.


• Perform installation and maintenance related tasks on devices, sensors and cameras installed in/on class 7 and 8 vehicles for devices in need of service.


• Document and communicate requests for product and system improvements.


• Work with engineering and the customer to design/modify necessary equipment mounting solutions for various devices, sensors and cameras for inside and outside the vehicles.


• Engage with stakeholders as required to refine/clarify business requirements and feedback.


• Interact with end users to solve problems, augment the system functionality, and improve solution performance.


• Assist in the training of customers on systems applications.


• Drive the creation, review, and submittal of technical support documentation updates.


• Ensure that resolved incidents are properly documented and closed.


• Other duties as assigned.

At Safe Fleet, you are empowered to build a career that will take you where you want to go. You'll enjoy the freedom to explore new projects, the support to think outside the box and the tools necessary to achieve personal success. We offer a comprehensive compensation package, including Medical, Dental, 401K and bonuses.

Whether you work in our Charlotte plant to build life-saving stop arms for school buses, or design advanced camera vision products in our Vancouver office, forge valves and high-quality nozzles to fight fires, or dream up new ways to protect fleet operators in our Corporate HQ in Kansas City, you’ll contribute to our goal to keep everyone safe.

We are a fast-growing manufacturing, service, and technology company with over 1700 employees in over 15 locations across Canada and the US. We’re looking for motivated self-starters with innovative thinking to join our team and help us achieve our growth and performance goals. Sound like you?

New York Pay Transparency: $90,000 - $115,000 USD Annual

*At Safe Fleet, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Our core values of integrity, innovation, teamwork, customer focus, and safety guide our efforts to provide a workplace where all employees can thrive and reach their full potential.

Requirements

• A strong understanding of vehicle electrical systems, including multiplexed systems.


• Strong troubleshooting skills (essential).


• Computer and basic networking skills (essential).


• Familiarity with JIRA, Confluence, MS Project, or similar applications


• Proven ability to communicate complex topics to both customers and engineering


• Bachelor’s degree in engineering or computer science preferred


• A minimum of one year’s experience in a mobile vehicle solutions environment (preference given to candidates experienced working with class 7 and class 8 vehicles).


• Excellent written and verbal communication and presentation skills


• This role will require the ability to pass and maintain DOT Drug & Alcohol Testing compliance.