Position Summary:

Assist the electrical engineering team and customers with trouble-shooting support regarding electrical or mechanical, and electronic product issues in the field. Experience and knowledge in but not limited to Everbrite products. Determine root causes and provide over-the-phone or on-site field assistance, and/or 24-hour field service by an approved service subcontractor to resolve product service problems.

Essential Duties and Responsibilities:

· Handle Everbrite product service calls on existing product lines and assist in the correction of the issues.

· Provide technical assistance through phone, email, and other electronic formats as required.

· Conduct diagnostic and operational tests on Everbrite-supplied products and provide solutions to repair issues.

· Track information through the Everbrite Quality system to keep all stakeholders informed of site or product status.

· Assess on-site field problems, operate the required testing equipment and provide solutions for repairs.

· Coordinate and manage replacement parts programs with the applicable manufacturing plant to ensure the availability of components as needed.

· Assist in preparing reports detailing technical issues, which will initiate necessary corrective product modifications and/or recommended manufacturing process changes.

· Assist in developing troubleshooting service guides and bulletins for existing products. Assume the lead role of maintaining troubleshooting guides/bulletins and proper distribution as required.

· Qualify, coordinate and monitor outside subcontractor network as required, to ensure repair timelines are maintained and customer satisfaction is maintained.

· Lead the technical support team members.

· Provide training for new technical support team members.

· Remain abreast of the latest industry advances through continuous education.

Educational Requirements / Experience:

· Technical degree or equivalent years of related industry experience in a digital products or electronics field.

· Minimum five (5) years of experience in the following:

o Manufacturing-related electrical / electronic hardware and/or software technical support.

o Development or manufacturing of technological products with solid knowledge of electrical issues, electronic product components, and processes.

· Knowledge of sign and lighting component service and repair, electronic installation and maintenance processes, or related diagnostic experience.

· Proficiency with installing, using, and troubleshooting Microsoft Windows-based hardware devices and software packages.

· Experience in materials planning, scheduling, inventory management, manufacturing, and installation processes.

· Demonstrate strong electrical/mechanical aptitude.

Desired Skills / Characteristics:

· Self-motivated and goal oriented.

· Excellent interpersonal skills and ability to deal with difficult situations.

· Well-organized and detail oriented.

· Ability to multi-task; maintain project schedule timelines; write and maintain clear, concise reports and work order directions; interject common sense and be confident in making deliberate decisions.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person