Technical Support Specialist

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

 

As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry.   By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.

 

How you will make an Impact (Job Summary)

As a Technical Services Engineer, your core function will be managing technical inquiries and performing onsite system reviews of our fare collection solutions. You will be responsible for software system installations, upgrades and training client teams—including their IT, planning, operations and maintenance departments. You will collaborate with our Field Services team on schedules, installations and training, and ensure that all services are documented to the designated project and tracked to completion. A successful Technical Services Engineer will also identify and solve any gaps in the process while on the job and then be able to leverage any changes that need to be made internally to resolve an issue.  In this role you are a client advocate and need to be able to be able to communicate the voice of the client.

This is a highly-visible, client-facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a client’s expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.

The ideal candidate has exceptional presentation skills, thinks quickly on their feet and will represent Genfare with poise and professionalism.

 

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

• Provide Level 1 and Level 2 Technical Support on software and hardware issues.
• Serve as a product expert, being able to solve routine product and system issues.
• Provide expert product knowledge across our product lines.
• Troubleshoot fare collection systems and networks over the phone and at client sites.
• Utilize Jira, SAP or other tools to view requests for scheduling.
• Provide maintenance, report or driver training.
• Understand customer goals.
• Identify consequences of various solutions.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.
• Solicit and analyse customer feedback for product performance and value.
• Handle customer issues promptly and escalate issues as necessary.
• Provide client with overview of installation activities and assist them with training and support.
• Configure and test fare collection systems and networks.
• Review technical specifications.
• Assist in the development of sales and marketing information.
• Complete special projects as directed by management.
• Some travel may be required for Technical Support activities (~ 10%).
• Training activities will require more travel (~15%).