Field Service Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• The Technical Support Specialist is a hands-on, customer-oriented position focused on delivering technical support, field service, and installation assistance for both hardware and software solutions.

• This role entails carrying out equipment installations, diagnostics, maintenance, and troubleshooting, both remotely and on-site, to guarantee dependable product performance.

• Engage directly with customers during the onboarding process, provide user experience training, and maintain daily interactions.

• Ensure timely responses to customer inquiries via the support line and ticketing system.

• Proactively monitor the health of customer products and recognize emerging trends, conducting hands-on troubleshooting and installations for current clients on tractor trailers.

• Manage equipment installations on vehicles and trailers while training OEMs on correct installation methods and troubleshooting techniques.

• Collaborate closely with Sales, Solutions Engineering, and Customer Success teams to support customer inquiries and troubleshooting, while also conveying customer feedback to internal cross-functional teams.

• Work in partnership with the Road Ready development team to identify bugs, resolve customer-facing issues, and communicate customer insights.

• Assist with pilots and trials through pre-sale discovery discussions, solution evaluations, and hardware installations.

• Diagnose and resolve product issues both remotely and in the field; perform additional duties as assigned.

⛳️ Requirements

• A 2-year technical degree is required; a 4-year bachelor’s degree in engineering, Computer Science, or a related technical field is preferred.

• A minimum of 2 years of relevant technical and customer support experience is necessary.

• An IT or engineering/technical background is preferred.

• This hands-on role requires comfort working in the field (installations, troubleshooting) on vehicles and trailers.

• Mechanical aptitude is essential, with the ability to work with wiring and power tools as needed.

• Familiarity with 12 VDC wiring and cellular network operations is expected.

• Knowledge of API data usage through third-party organizations is required.

• Experience in creating dynamic Excel and Power BI tools is necessary.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible working hours and a supportive team environment.