Job Description

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPWs 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under DOV. Additional information is available at dovercorporation.com.

Innovative Control Systems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. We have an immediate need for Technical Support Representatives at our Bethlehem offices. Excellent benefits package with health, dental, vision, disability & life insurance. Paid time off, including community service days as well as an on-site Cafeteria and Employee Fitness Center.

Technical Support Representatives provide first level techniacl support to valid users of ICS's products and services. Troubleshooting and resolving problems via telephone, remote desktop tools, and other supported resources utilizing the ITIL Standards of problem resolution. This position may also provide customer training and couseling on best practices to maximize the ICS systems. Hardware supported by this role includes PCs, controllers, entry gates, firewalls and networking, cameras, RFID systems, kiosks, and all associated peripherals.

Essential Duties and Responsibilities:

* Installation of updates/patches/upgrades and custom marketing graphics
* Assisting customers with ICS windows based software and hardware
* Troubleshooting issues with components
* Maintain a professional and positive demeanor while in the call center or away on company business.
* Identify problem and course of action within time limit set by call priority.
* Utilize available detail screens to quickly resolve issue.and escalate to Tier 2 queue if needed
* Notify Customer Service Manager if COA hasnt been achieved within allowable time limit.
* Other duties as assigned

Requirements:

* Associates degree in Computer Science or related field or equivalent from Two-year College or technical school and/or equivalent work experience.
* Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.
* Strong communication skills, especially over the phone
* Able to display empathy with concerned customers
* Available to work weekends on a rotating schedule
* Available for a rotating on call schedule
* Ability to travel over night when called upon.
* Ability to work holidays on a rotating basis
* Ability to train others.

Desired Characteristics:

* Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience a plus.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Pennsylvania : Bethlehem

Sub Division : VWS - North America

Job Requisition ID : 36135