Overview
We are CalAmp, a connected intelligence company that gives people the ability to track, monitor and recover their vital assets with real-time visibility and insights.
We are seeking a Technician III, Support to join our team—an exciting opportunity for individuals eager to contribute to a reputable, forward-thinking organization at the forefront of IoT innovation. In this role, you will tackle diverse, complex challenges that impact various facets of our business operations.
Responsibilities
In Global Technical Support, our Support Specialists are instrumental in catering to our customers’ diverse needs across products, software, and installation support. This role demands both proactive independence and seamless collaboration in dynamic situations.
Working across various lines of business, this position offers high visibility into our team and individual contributions. The ideal candidate thrives in a multitasking environment, adept at swiftly adapting to evolving business requirements by seamlessly switching hats as needed.
- Customer-Centric Approach: Prioritize Customer Experience.
- Subject Matter Expertise: Consult on specific product lines.
- Effective Communication: Engage via phone, email, or web to resolve inquiries.
- Advanced Issue Resolution: Resolve complex issues beyond T2 Support level.
- Problem Identification: Identify hardware and software issues.
- Technical Guidance: Advise Field Technicians for repair.
- Product Enhancement: Collaborate with Product Management.
- Documentation Leadership: Collaborate on troubleshooting / knowledge base articles.
- Information Management: Gather relevant data for communication.
- Regular Communication: Maintain frequent client and team communication.
- Interdepartmental Liaison: Represent GTS with Development and Engineering teams.
- Process Documentation: Analyze and document corrective processes.
- Case Management: Log inquiries and compile statistics.
- Client Training Support: Assist in training and address inquiries.
- Training Assistance: Support new Technical Support Specialists.
- Miscellaneous Responsibilities: Undertake assigned projects and duties.
- Contributing Team Member: Play a key role in improving business initiatives.
Qualifications
Must Haves:
- 3+ years of experience: Telematics, IoT, or Field installation with MECP certification.
- 2+ years vehicular electrical systems experience: Light and heavy-duty proficiency.
- 3+ years CRM experience: Using platforms like Salesforce, Jira, etc.
- 2+ years GPS/IoT products experience: Direct hands-on experience.
- Problem-solving skills: Systematic issue resolution.
- Customer service orientation: Prioritizing excellent service.
- Calm under pressure: Handles urgent situations calmly.
- Computer literacy: Proficient in Microsoft Office and troubleshooting.
- Effective communication: Strong in telephone, written, and oral communication.
- Self-management: Handles continuous technical issues independently.
Strong Pluses:
- College Degree: From an accredited institution.
- MECP Certification: Preferred.
- Experience with Lean/Agile/Kaizen methodologies: Desirable.
- Familiarity with vehicle device installation: Both light and heavy-duty.
- Experience in relevant fields: Such as EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, or Emergency Management.
- Previous experience in Telematics: Highly advantageous.
- Previous experience in IoT: Also, highly beneficial.
Please note: Applicants must be legally authorized to work in the U.S. on a permanent basis. We are unable to provide sponsorship at this time.
Market Minimum
USD $56,846.00/Yr.
Market Maximum
USD $97,450.00/Yr.
Originally posted on Himalayas
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