Technical Support Specialist - Hybrid

TAPCO (Traffic and Parking Control Co., LLC); Brown Deer (WI); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

10 Paid Holidays

Paid Vacation and Personal Time (start

Four Weeks of Paid Parental Leave

401K Plan with Employer Match

Short-Term Disability

Health, Vision, and Dental insurance

Company Events and Lunches

Fun or Safety Committee

Job summary

TAPCO is seeking a Technical Support Specialist to troubleshoot, service, and maintain TAPCO equipment and software, including solar-powered and AC-powered systems. You will interact with customers, vendors, and internal teams, requiring clear communication and strong diagnostic skills across electrical, mechanical, wireless, and computer systems.

The role reports to the Technical Support Manager and involves remote assistance, ERP/CSM usage, and cross-functional collaboration with Sales and

Qualifications

• 2+ years of direct customer service experience.
• 2+ years of field service and troubleshooting experience.
• 2+ years of experience integrating hardware on TAPCO software platforms.
• Ability to operate TAPCO hardware/software systems and Windows/Office.

Responsibilities

• Deliver exceptional customer support via phone, remote tools, and escalation channels.
• Troubleshoot TAPCO equipment and software issues.
• Log cases and track progress to resolution using ERP/CSM tools.
• Process sales and RMA orders accurately.
• Support 24/7 on-call rotation and after-hours needs.
• Travel up to 15% for field work.

Skills

Customer service

Communication

Scheduling flexibility

PC & networking

Field service support

Tools

Windows OS

MS Office

ERP/CSM software

Job description

What TAPCO has to offer you

• 10 Paid Holidays
• Paid Vacation and Personal Time (starting day one)
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Employer Match (fully vested on day one)
• Company-Funded Short-Term Disability
• Pet, 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 Technical Support Specialistat TAPCO:

The Technical Support Specialist plays a key role in supporting TAPCO's product and software management systems by troubleshooting, servicing, and maintaining solar-powered and AC-powered equipment. This position involves regular interaction with a wide range of stakeholders, including established customer accounts, vendors, and internal teams requiring clear communication and professionalism. This role demands strong diagnostic capabilities across electrical, mechanical, wireless, and computer systems, as well as the ability to remotely assist both customers and the IWS Field Service team with system setups and technical issues.

The Specialist is expected to uphold TAPCO's standards of technical excellence and customer service while contributing to effective cross-functional collaboration. This position reports to the Technical Support Manager.

Essential Duties and Responsibilities

• Deliver exceptional customer support, resolving diverse service requests to boost satisfaction and loyalty
• Respond promptly to technical support calls, service inquiries, and post-order concerns
• Independently troubleshoot customer issues via phone, remote tools, and escalation channels
• Diagnose and repair technical equipment, including electronic failures
• Log cases, track progress, and follow up through resolution utilizing ERP and CSM software tools.
• Process sales and RMA orders accurately and efficiently while ensuring timely resolution of issues
• Participate in 24/7 on-call rotation and support occasional after-hours operational needs
• Remotely support field service teams with calibrations and IWS system configurations
• Collaborate across departments including Sales and Field Service groups to resolve issues
• Foster strong working relationships with coworkers, contractors, vendors, and clients
• Operate service-related tools and equipment safely and efficiently
• Contribute actively to company-wide continuous improvement initiatives
• Author ERP knowledge articles for operations, troubleshooting, and system updates
• Work effectively within office environments and field settings
• Travels overnight for both in-state and out-of-state field work and training up to 15% of the time.
• Perform additional duties as assigned by manager

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Deliver exceptional customer service in fast-paced, high-volume environments while managing tasks independently and urgently
• Demonstrate strong interpersonal and communication skills across diverse teams and customer interactions
• Support flexible scheduling by working outside regular hours and responding to emergency service calls
• Operate and troubleshoot TAPCO hardware/software systems, and maintain proficiency in Microsoft Windows and Office Suite
• Apply technical knowledge in PC systems, networking components, and software tools for system support
• Understand and test electronic, electromechanical, and electrical systems using DC and AC principles
• Interpret technical materials including schematics, manuals, and instructions in varied formats
• Safely handle vehicles, tools, bucket trucks, and ladders, maintaining a valid driver's license and clean driving record

Required Experience

2+ years of experience integrating hardware on TAPCO software platforms.

2+ years of industry experience in field service and troubleshooting.

2+ years of direct customer service experience.

About Us

At TAPCO, we aim 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.