Field Technical Support Manager

Roles and Responsibilities

• Perform maintenance, repair, and troubleshooting on Luxer One systems.
• Ensure the systems are working 99.9% of the time in your market.
• Perform system upgrades and installs in your market, keeping systems up-to-date and in excellent condition.
• Perform in-market installations and removals, including Package Rooms, Kiosks, and Locker Rooms.
• Provide in-person customer service to property managers and their staff.
• Collaborate with internal teams to address escalated customer service inquiries for your assigned market.
• Build relationships with your assigned clients to drive the adoption of new features and services.
• Provide valuable customer feedback to Sales and the Product Development teams.
• Work with the Product Development team to test new solutions in the field.

Requirements

• Exceptional people skills & communication skills.
• A proven ability to troubleshoot and repair both hardware and electronic components.
• Experience performing maintenance and troubleshooting for internet-connected devices.
• The ability to collect actionable feedback about customer usage and communicate it back to other team members.
• Advanced computer skills and previous experience with Zoho or a similar CRM.
• Proficient with Mac or Apple products.
• Experience 1-3 years of performing field repair work or remotely troubleshooting hardware.
• 1-3 years of experience in a support or service environment.
• Successfully worked in a remote role where you determined your schedule.
• Excellent written and verbal communication skills, including a confident phone presence and effective email communication.
• A Bachelor’s or other technical degree is preferred.

Benefits

• Opportunities to advance within the company.
• Employee learning and development programs.
• Culture of diversity and inclusion.
• 401k with matching.
• Generous PTO.
• Flexible work arrangements.
• Excellent medical, dental, and vision benefits.