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Software Support Representative

Date: Jul 9, 2021

Location: Bethlehem, PA, US

Company: Dover Corporation

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 OPW’s 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 Controls 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. 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.

 

Summary

The main focus of the position is to provide first level technical support to valid uses of Innovative Control Systems’ products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.  

 

Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

 

Essential Duties and Responsibilities 

  • Maintain a professional and positive demeanor while in the call center or away on company business.
  • Good communication skills.
  • Contributes to support team effort by accomplishing related results as needed.
  • Identify problem and course of action within time limit set by call priority.
  • Utilize available detail screens to quickly resolve issue.
  • Notify Customer Service Manager if COA hasn’t been achieved within allowable time limit.
  • Escalate call determined by detail screens to Tier 2 queue.
  • Follow schedule set forth by management. 
  • 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.

 

Competencies

  • Behavior – Maintains a positive work atmosphere by behaving appropriately.
  • Technical Skills – Identifies and resolves problems in a timely qualified manner.  Strives to build knowledge base.  Shares expertise with others.
  • Trouble Shooting Skills – ability to identify root causes and problem resolution by identifying the problem, identifying the causes, indentifying the solution.
  • Customer service – Empathizes with the client’s problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
  • Oral/Written Communication – Speaks/Writes effectively in all situations.
  • Teamwork – Contributes to a positive team environment.
  • Diversity/Ethics – Treats all people with respect.
  • Motivation – Demonstrates persistence and overcomes obstacles.
  • Attendance/Dependability – Consistently at work on time producing quality work.

 

Qualifications

Education:  Associates degree or equivalent from Two-year College or technical school. Experience:  Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience a plus.

Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.

Other: Good phone skills, outgoing personality, able to display empathy, can articulate well to various personality types.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the traditional indoor office work environment is usually moderate.  There is no or very limited exposure to physical risk.  This position may occasionally require travel including an overnight stay as may be necessary to meet customer needs.  Normal risks associated with travel and/or set-up of Company’s system may be expected.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

 

While performing the duties of this job, the employee is regularly required to stand; walk;

Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

 

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.


Nearest Major Market: Allentown

Job Segment: Developer, Customer Service Representative, Call Center Representative, Testing, Technical Support, Technology, Customer Service