Technical Support Specialist II

TAPCO (Traffic and Parking Control Co., LLC); Milwaukee (WI); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

10 Paid Holidays

Paid Vacation and Personal Time

Four Weeks of Paid Parental Leave

401K Plan with Employer Match

Company-Funded Health Insurance

Quarterly Company Events

Job summary

TAPCO (Traffic and Parking Control Co., LLC) is looking for a Tier II Technical Support Specialist in Milwaukee, Wisconsin. This role supports product and software management systems, troubleshooting various electrical and mechanical systems, with a focus on customer satisfaction and equipment repair.

The ideal candidate should have strong problem-solving skills and the ability to manage priorities effectively. The position includes office work and some field responsibilities, offering a dynamic work environment.

Qualifications

• Strong problem-solving skills.
• Experience diagnosing electrical, mechanical, wireless, and computer systems.
• Ability to troubleshoot, service, and perform maintenance on solar powered and AC-powered systems.

Responsibilities

• Ensure customer satisfaction by delivering outstanding service support.
• Resolve customer issues with minimal supervision through phone-based assistance.
• Troubleshoot and repair equipment, including diagnosing electronic failures.

Skills

Problem-solving skills

Experience diagnosing electrical systems

Experience diagnosing mechanical systems

Experience with remote support tools

Strong communication skills

Job description

JOB REQUIREMENTS: If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

Benefits

• 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 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

This role primarily relates to the support of the product and software management systems TAPCO (Traffic & Parking Control) provides. The duties involve interaction with a wide variety of established customer accounts, vendors, co‑workers from all areas of the company and the general public. The Tier II Technical Support Specialist has the technical skills to troubleshoot, service and perform maintenance on a variety of solar powered and AC‑powered systems. They will possess strong problem‑solving skills, including diagnosis of electrical, mechanical, wireless, and computer systems. The Tier II Technical Support Specialist will support customers and the IWS Field Service team in remote setup or troubleshooting. This position will operate in the office and up to 15% in the field, with overnight travel throughout the United States. This position reports to the Technical Support Manager.

Essential Duties and Responsibilities

• Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability.
• Resolve customer issues with minimal supervision through phone‑based assistance, remote support tools, and appropriate escalation when necessary.
• Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision.
• Monitor, prioritize, and follow up on all open service cases until resolution and closure.
• Maintain accurate service case records using ERP service software.
• Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support‑related information.
• Support the Field Service team with system calibrations and configurations of IWS systems through remote access.
• Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues.
• Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines.
• Establish and maintain positive working relationships with employees, contractors, vendors, and customers.

Qualifications

• Strong problem‑solving skills
• Experience diagnosing electrical, mechanical, wireless, and computer systems
• Ability to troubleshoot, service, and perform maintenance on solar powered and AC‑powered systems
• Experience with remote support tools and troubleshooting
• Strong communication skills and ability to manage priorities and meet deadlines

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Application Instructions: Apply Online: ipc.us/t/FC2056C7115E4C7D