Technical Support Spare Pool and Repair Representative
Technical Support Spare Pool and Repair Representative
The Professional Services department provides technical support to the sales team and end-user customers. The technical support representative will develop relationships with our sales department, operations department, warehouse, and customers. The technical support representative will represent and communicate the technical elements of solutions to customers both internal and external.
Responsibilities
- Maintain and complete Spare-pool and Repair request process
- Escalate and complete any ER / Overnight requests
- Program and configure devices to Golden Image Standard
- Quality Control and Inspection of devices before being given to Warehouse
- Assist Professional Service Manager and Sales Engineer(s) with technical support on a variety of mobile computing products and services to customers.
- Attend technical and product training as required
- Learn relevant solution sets, architectures, full product line specifications, and vertical markets. (IE: Retail, Warehousing, Hospitality, Heath Care)
- Set up and operate equipment for customer demonstrations and evaluations.
- When required and directed: answer technical support calls, monitor the support email inbox, and create and close cases promptly with guidance from the Manager
- Crosstrain to help support the Print Line division of SMG3
- As instructed focus and work on new service orders for loading of O/S, programming, and quality assurance
- Ensure that customer communication is professional when information or instructions are needed to complete a job
- Participate in 24/7 after-hours support program once trained
Required Experience
- A two-year technical degree or a High School Diploma or GED
- Understanding of mobile platforms (Android, Win CE, Win 10).
- Understanding 802.11 Wi-Fi (WLAN) and MDMs.
- Understanding of basic networking technologies.
- Ability to work effectively, add value as a team member, and assume a technology leadership role for the team.
- Ability to perform tasks with minimal supervision.
- Demonstrate technical knowledge and consultative skills through communications with customers.
- 1-2 years of experience within Customer Service help desk
- 10am to 7pm Shift
Travel Expectations
Travel required
Certifications Required
N/A
About SMG3
Strategic Mobility Group (SMG3) was founded as an innovative technology provider that designs, integrates, manages, and supports enterprise mobility solutions for warehouses, manufacturing companies, healthcare facilities, and more. SMG3 goes beyond simply selling hardware or software by allying with our customers throughout the development of the perfect solution to fit their needs, implementing that solution, and providing ongoing service and support once the solution is in place. This process allows SMG3 to provide a complete experience, utilizing our full suite of offered services.
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