Senior Operations Technician

Verra Mobility; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Verra Mobility is seeking a Senior Operations Technician to enhance operational efficiency within their Field Services Organization. This remote role requires expertise in advanced technical support, troubleshooting, and mentoring junior team members, ensuring optimal service quality. Ideal candidates will exhibit strong problem-solving skills, effective communication, and a passion for collaboration and continuous improvement.

Qualifications

• Three or more years of related work experience.
• Experience in IT Support, Customer Service, and/or Project Management.
• Strong background in a command center and/or field services.

Responsibilities

• Lead diagnostic and resolution efforts for complex equipment issues.
• Oversee documentation of operational activities.
• Conduct training sessions for team members and new hires.

Skills

Problem-solving

Analytical skills

Communication skills

Collaboration

Education

Associate’s degree

Tools

Service Now

Alcyon

Axsis

Job description

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

Culture

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Position Overview:

As a Senior Operations Technician, you will be recognized as a subject matter expert within the Field Services Organization, playing a pivotal role in enhancing operational efficiency, support, and service quality. Building on your expertise gained from the Operations Technician role, you will take on elevated responsibilities and navigate complex operational challenges. Your role will involve providing advanced technical support, executing strategic troubleshooting measures, and driving continuous improvement initiatives that enhance service quality. In addition to ensuring the smooth operation of our systems and equipment, you will also play a significant role in mentoring junior team members, fostering a culture of growth and collaboration.

Responsibilities:

• Lead sophisticated diagnostic and resolution efforts for complex equipment issues, collaborating with field technicians to ensure swift recovery and optimal performance of operations.
• Oversee meticulous documentation of operational activities, ensuring comprehensive tracking of equipment status and maintenance requirements. Utilize this data to facilitate informed, data-driven decision-making.
• Act as a mentor and resource for Associate Operations Technicians, nurturing a team-centric environment that promotes learning, skill enhancement, and innovative problem-solving.
• Identify inefficiencies within operational workflows and recommend enhancements to processes that lead to increased reliability, efficiency, and service quality.
• Organize and conduct training sessions for team members and new hires on equipment operation, troubleshooting, and best practices, ensuring the team's technical abilities remain cutting-edge.

Qualifications:

• Associate’s degree or three or more years of work experience.
• Three or more years of related work experience.
• Experience in IT Support, Customer Service, and/or Project Management.
• Strong background in a command center and/or field services environment, along with hands-on experience in troubleshooting technical issues.
• Proactive problem-solver with the ability to work collaboratively, showcasing strong analytical skills for effective decision-making during field support processes.
• Excellent communication skills, both verbal and written to effectively relay complex information to diverse teams and stakeholders.
• Must be able to approach challenges with professionalism and maintain a quality-driven mindset.
• Thrive in fast-paced environments, adeptly multitasking to meet deadlines while demonstrating advanced technical proficiency and a keen ability to adapt to varied computer systems and software.

Nice to haves:

• Experience as an Operations Technician.
• Advanced Field Services Technician Experience.
• Advanced Event Processing Experience
• Knowledge and exposure to Verra Mobility products, and and/or its clients
• Usined Alcyon, Axsis, Service Now, or related tools.

Where you’ll be working

In this remote role, you'll have the flexibility to work from home full-time, allowing you to create an optimal work environment. You’ll also have regular check-ins and team meetings scheduled through virtual platforms to ensure collaboration and support.

Scheduled Weekly Hours

40 Hours

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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