Technical Support Specialist

The Technical Support Specialist is to provide world class hardware technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and processing warranty RMA claims, ensuring customer satisfaction. Specialist shall be responsible for the technical understanding throughout the products life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled. Ideal candidates will have prior experience working with traffic calming solutions such as mid-block crosswalk beacons, warning beacons and signs, school zone beacons, and radar speed signs. This technical position requires working knowledge of mechanical and electrical/electronics troubleshooting techniques.

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowledge portals and technical bulletins.
• Use a ticketing system to open, track and close customer issues.
• Provide necessary reports and feedback to product marketing and engineering to develop requirements and requests for product modifications that are frequently requested by customers and either fix issues or enhance the ease-of-use or functionality of the product(s).
• Demonstrate proficiency in MS Office, HubSpot CRM, and other internal software systems for generating reports, maintaining records, and communicating internally.
• Using the ERP software system, the Technical Support Specialist will Preparing Return Merchandise Authorization (RMA) sales orders and work with RMA repair team to ensure reworked or new RMA orders go out to the customer in a timely manner.
• Occasional travel to job sites or other corporate facilities for training may be required.
• Establish and maintain working relationships with industry technical and distribution representatives
• Train internal personnel, distributors, and customers on Synapse ITS products and positioning with respect to our competition.
• Provide back-up coverage for other Technical Support Specialists.

Education: Diploma in mechanical, electrical, or electronics engineering technician/technologist; or related field and/or relevant experience. Bachelor’s degree in a related engineering field an asset.

Skills:

• Excellent interpersonal and communication skills, with the ability to effectively interact with customer and internal teams.
• High technical acumen with troubleshooting electrical and electronics components. Experience with low voltage solar applications an asset.
• Patience with customers and excellent phone communications skills to effectively troubleshoot and guide customers in a systematic manner to resolve their issues.
• Ability to explain technical products to non-technical and technical audiences.
• Solid problem-solving skills.
• Ability to work collaboratively with cross-functional teams to meet customer needs.
• Technical writing skills
• Ability to work independently, take action, and be results-oriented.
• Ability to learn, adapt, and manage product lines

Experience:

• Minimum of two (2) years of full-time work experience in a technical support capacity, preferably in the traffic or Intelligent Transportation Systems (ITS) marketplace.
• Experience in the traffic industry, preferably with a deep understanding of mid-block crossings, warning beacons, and radar speed signs.
• Experience as a signal technician is an asset.
• Experience developing technical manuals and/or technical training materials an asset.