Software Support Representative

Date: Jul 17, 2022

Location: Bethlehem, US

Company: Dover Corporation

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. We are actively have an immediate need for a Manager, Software Engineering 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.

 

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.

 

The Software Support Technician provides first level RFS (Request for Service) software support to existing users of ICS products.  Adhere to ICS measures and protocols during the call flow process. The focus of this job is to assist customers with software configurations, installation of custom graphics and videos. Perform various software updates and installations remotely. Perform site surveys for existing customers that wish to move to our new platform and to determine what hardware will be needed. Additional tasks may include assisting customers with networking setup / issues and computer peripherals such as printers and monitors.

 

ESSENTIAL DUTIES & 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.
  • Identifies problem and course of action within time limit set by call priority.
  • Notifies Floor Manager if COA hasn’t been achieved within allowable time limit.
  • Follows schedule set forth by management. 
  • Available to work weekends and holidays on a rotating schedule.
  • Available to work overtime as call volume demands.
  • Ability to train others.
  • All miscellaneous duties delegated by Support Management.

 

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.
  • Troubleshooting Skills – Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying 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. Can articulate well to various personality types.
  • Teamwork – Contributes to a positive team environment.
  • Diversity/Ethics – Treats all people with respect.
  • Motivation – Demonstrates persistence and overcomes obstacles.
  • Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested.

 

QUALIFICATIONS:

Education:  Associates degree or equivalent from Two-year College or technical school or equivalent related work experience.

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.

Other: Good phone skills, outgoing personality, able to display empathy.

 

WORK ENVIROMENT:

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 (or other field work) 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.


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