CAREERS

Company

IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Position Description

We are looking for a Customer Service Rep who can step into the customers’ shoes and build a connection, turning even the most challenging conversations into opportunities for effective solutions.  The Customer Support Representative will provide entry level support for servicing, maintenance, repair, and testing of IPS Group Inc. equipment. IPS Group clients are located across the United States. The ability to troubleshoot remotely is required. This is a customer-facing position and requires strong communication skills along with a commitment to service excellence. The ideal candidate must have the ability to provide entry level support on all relevant company technical products including software, hardware, data management systems and telecommunications and escalate issues to upper-level support personnel when unable to determine a resolution on their own.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on products or services.
• Record events and problems and their resolution in Help Desk ticketing system.
• Follow-up and update customer status and information.

Desired Skills and Experience

• Proven experience as a help desk technician or other customer support role.
• Good understanding of computer systems, mobile devices, and other technical products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Ability to work independently with little or no supervision.
• Excellent customer service skills.
• Ability to continually learn new product service techniques.
• Ability to communicate both verbally and in writing with business professionals.
• Working knowledge of Microsoft Word and Excel.

Work Environment

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Note: The above statements are not intended to an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will employer.

It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

An Equal Opportunity/Affirmative Action Employer—M/F/D/V

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance

Company

IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Position Description

The Technical Product Specialist will provide escalated support for servicing, maintenance, repair, adjusting, testing and installation of IPS Group Inc. equipment. IPS Group clients are located across the United States. The ability to travel may be required and may consist of up to 25 percent travel based on the workload. We offer a flexible work arrangement for this position, currently remote, with the possibility of future adjustments based on business needs.

Travel is typically scheduled during the work week although there may be instances where site visits are required during the weekend. This is a customer-facing position and requires strong communication and presentation skills along with a commitment to service excellence. Oversee the organization’s activities relating to post-sales technical field support. Support all relevant company technical products including software, hardware, data management systems and telecommunications. 

Develop technical product support policies and procedures and may be involved in escalated and/or critical technical support issues. Assist in managing software/firmware releases deployed in the field. Act as liaison between engineering and customer service. Assist in resolving escalated technical support issues. Manage service ticketing system. Perform analytics on the ticketing system to understand proactive actions to be taken to improve the IPS products.

Responsibilities

• Resolve open service issues
• Communicate with clients in troubleshooting open service issues and to provide technical support.
• Proactively and react to requests to resolve hardware issues related to IPS Group Inc.  designed and supported products.
• Supervise Installation and configuration of new equipment, including operating software or peripheral equipment.
• To be subject matter expert on specific products in order to provide high level guidance on resolving technical service issues in the field.
• After hours/on call for supporting remote technicians in the field. 
• Provide technical support to users or clients regarding the maintenance, development, or operation of the data management system, equipment, or applications.
• Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Ensure the timely delivery of upgrades, maintenance, and repairs for clients
• Advise/train customers on equipment operation, maintenance, or client specific configuration.
• Interact with customers to determine details of equipment problems. 
• Train new technical support team members.
• Repair, adjust or replace electrical mechanism, components, or parts.
• Analyze equipment performance records to assess equipment functioning.
• Serve as liaison between Customer Support and Engineering.
• Escalate open issues to engineering.
• Ensure that all service issues are documented in the ticketing system.
• Ensure that open service tickets are attended to in a timely manner and keep the client up to date on the status of their particular open service issue.
• Feel comfortable contributing to IPS Group customer and trade show presentations.
• Complete and submit timecards and expense reports per the guidelines defined in the IPS Group spending policy and employee handbook.
• Some software troubleshooting background.
• Some hardware troubleshooting background.
• Proficient in Excel and/or database queries for analysis.
• Customer service background.

Desired Skills and Experience

• Ability to communicate both verbally and in writing with business professionals.
• Ability to execute and submit expense reports.
• Ability to work independently with little or no supervision.
• Excellent customer service skills.
• Proven ability in developing and maintaining effective internal and external relationships.
• Effective time management and organizational skills.
• Ability to use basic computer skills to perform diagnostic testing.
• Available for stand-by and after-hours responsibility.
• Ability to continually learn new product service techniques.
• Prior mechanical or electronic assembly preferred.
• AA degree or bachelor’s degree required.
• Some software troubleshooting background .
• Some hardware troubleshooting background.
• Proficient in Excel and/or database queries for analysis.
• Customer service background.

Physical Demands, Equipment and Machinery

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential

Manipulation of hand tools and power tools to repair, adjust, install, or replace electrical or mechanical components or parts. Must be able to see clearly. Must be able to bend, stoop, walk, stand, push and pull. Must be able to lift up to 50 lbs.

Work Environment

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.

It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

An Equal Opportunity/Affirmative Action Employer—M/F/D/V.

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance