Mobility Engineer
Description The Mobility Engineer plays a key role in the sales and fulfillment process at DecisionPoint Technologies. This individual is responsible for documenting all technical aspects of a customer solution, developing, testing, and streamlining a deployment process, and transitioning that process to a deployment and support team. The Mobility Engineer is a customer-facing position that will require both pre- and post-sales engagement, thus requiring excellent customer service skills in both electronic communications and in-person situations. Our support environment is mobile device-centric, with a range of hardware manufacturers, including Zebra, Honeywell, and Panasonic. This position is integral in transitioning projects from conception to deployment and support.
Requirements
Primary Job Responsibilities Responsible for gathering hardware, software, and service requirements from new and existing customers to design and document mobile solutions. · Work directly with the sales team to provide technical guidance and solution structure. · Develop and document efficient and accurate deployment processes. · Develop and document efficient and accurate support processes. · Training others in deployment processes, troubleshooting, and diagnosing problems. · Assist in the deployment and configuration of customer orders. · Maintain knowledge of existing or future processes of the organization and customers. · Provide queue management for all inbound requests and work them as appropriate. · Monitor and maintain customer SLAs, while maintaining quality. · Become proficient in the tools required to support customer environments and requests. · Part of an on-call support rotation (after hours/weekends). Job Competencies, Skills & Experience · Excellent customer service skills. · Strong written and verbal communication skills. · Passionate about technology and helping people. · Advanced technical skills and the ability to troubleshoot and diagnose problems related to mobile computers and data collection systems are required. · Able to provide concise documentation for customers and internal records. Required Skills and Experience · Experience in customer service and troubleshooting (4-7 years’ experience) Environment and Normal Working Conditions Office/Warehouse environment. Core business hours are generally 8:00 am – 5:00 pm. However, this position will/may require work to be performed outside of normal business hours based on Company operations. Physical Requirements Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions may include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.