Regional Field Technician

About the role

The primary role of the Regional Field Technician is to facilitate the service and implementation of PARCS hardware and software and provide ongoing direct support for multiple customers in Michigan and northern Indiana. An essential component of this role is the ability to troubleshoot technical problems related to software, hardware, OS, network, database, etc. and perform the necessary service actions required to correct said technical problem.

Responsibilities

Responsibilities include assisting T2 Sales and Sales Engineers with the technical requirements and hardware implementation plans for PARCS installations, developing and overseeing test plans to confirm hardware and software performance in accordance with contractual obligations, documenting test results, and performing required onsite installation, commissioning, and relevant service tasks. The Field Technician develops and maintains support documentation and training to allow for effective knowledge transfer to T2 staff and customers regarding T2 PARCS products.

• Primary responsibility is service and support of existing customers: troubleshooting system issues, break-fix repairs, network diagnostics, RMA processing, vehicle inventory management, preventative maintenance, work order submissions, report submissions, and customer relationship management.
• Participate in an on-call rotation for potential emergency after-hours service.
• Configure solutions as designed for staging and acceptance testing.
• Assist in project solution testing and customer approval.
• Work closely with Sales Engineers and Project Managers to understand all project deliverables and system designs.
• Perform installation and implementation tasks as required by project scope.
• Work with parking access and revenue control equipment installers to provide onsite hardware installation and support.
• Inspect on-site activities of third parties and provide appropriate guidance based on solution knowledge and subject matter expertise.
• Provide customers high-quality onsite and remote technical support and troubleshooting assistance for T2 and third-party software and hardware.
• Provide feedback, knowledge, and materials to T2 support staff to improve the overall customer experience.
• Develop and maintain documentation for installation and support of T2 PARCS software and hardware.
• Periodically review and contribute to self-service documentation and other knowledge-oriented sources.
• Obtain and maintain expertise in T2 PARCS software and supported hardware.
• Research, understand, and evaluate competitive solutions.
• Receive and relay direct feedback from customers to improve product functionality and competitiveness.
• Maintain information technology skills including familiarity with computer hardware, operating systems, databases, scripts, firewalls, networking, communication methods, etc., and the ability to rapidly learn software product installation, configuration, and operational characteristics.
• Maintain a professional and appropriate appearance and demeanor when working with customers and partners.
• Perform other duties as assigned, including work in other areas to cover absences or balance workload.
• Some component of assembly, troubleshooting, and repair.

Requirements

• 3–10 years’ experience as a service technician in the Manufacturing, Security, Electronics, Parking, or Transportation industry.
• Experience in a software/firmware environment preferred.

Skills

• Extensive knowledge of T2’s software products, services, and processes (obtainable through intellect, technical inclination, and dedication).
• Extensive knowledge of various operating systems and software products (e.g., word processors, spreadsheet programs).
• Strong time management skills.
• Knowledge of the parking industry (obtainable through intellect and dedication).
• Ability to work well in a cross-functional environment.
• Drive to constantly improve and maintain a positive attitude and enthusiasm.
• Ability to read, analyze, and interpret financial reports, business, professional, and technical documents.
• Ability to respond to common inquiries or complaints from customers and staff.
• Strong ability to effectively present information and respond to questions from prospects, customers, management, and staff.
• Ability to calculate figures and amounts such as discounts and percentages.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.
• Ability to prioritize tasks and tactfully negotiate priority with end users.
• Ability to work under deadline pressure and extra hours if needed.
• Ability to work independently as well as part of a team.

Values

An ideal candidate naturally works in alignment with the Verra Mobility Core Values:

• Own It. Focus on high performance and drive toward breakthrough outcomes. Ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. Champion integrity and good character. Model ethical behavior, demonstrate good judgment, and be courageous.
• Choose Courage Over Comfort. Lean into the conversations, decisions, and actions that move the business forward, even when uncomfortable. Challenge assumptions, address issues early, and prioritize progress over ease.
• Win Together. Believe in growing and inspiring people together. Collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.