Technical Product Support Specialist
AquaPhoenix Scientific, located in Hanover, PA is seeking a Technical Product Support Specialist to join our SaaS team to provide technical customer support. This role is crucial in maintaining the integrity and efficiency of our industrial technology services. We are looking for a Technical Product Support Specialist with a strong technical background and customer service skills to learn our specialized hardware, software and cellular connectivity.
This is a full-time opportunity, preferably on-site; however, remote work may be considered based on the candidate’s qualifications, location and experience. Any remote arrangement will be subject to customary travel as reasonably required by the Company to fulfill the responsibilities of the position, including travel to the Company’s corporate offices located in Hanover, PA.
Essential Responsibilities and Expectations:
Although not all inclusive, additional responsibilities, expectations, and skills will include:
- Offer technical support and “one-call” solutions via phone, e-mail, and chat services
- Guide customers through complex troubleshooting processes in a timely manner
- Diagnose connectivity, device, or platform problems; perform remote diagnostics, and escalate complex cases to engineering
- Experience in Tier 1-2 technical support
- Provide modem management services and integration support.
- Maintain in-dept knowledge of products and services and how they can be tailored to the customer to meet their business needs.
- Collaborate across multifunctional teams to support business objectives and achieve departmental goals.
- Escalate confirmed bugs to the engineering team, providing detailed documentation of the issues and any customer-reported defects.
- Exhibit proficiency in understanding modem hardware and cellular network technologies.
- Set up, operate, and troubleshoot modems and controller connectivity issues.
- Analyze data to ensure program deliverables are met and identify opportunities to improve customer satisfaction.
- Develop and deliver reports while proactively engaging with customers to address needs, provide updates, and support customer satisfaction.
AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for a Technical Product Support Specialist position will typically have a high school diploma or equivalent, a four-year degree in Engineering, Information Technology or a related field, and experience in modem hardware management and cellular connectivity, with a focus on telecommunications, networking or modem technologies.
Other qualifications and attributes include:
- Knowledge of modem technologies, cellular communication standards (e.g., LTE, 5G), network protocols, and system architecture.
- Familiarity with industrial controllers, including their functions and applications.
- Demonstrated ability to analyze and interpret data to support business decisions and improve operational performance.
- Strong verbal and written communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical audiences.
- Previous experience in customer service and using ticketing systems to track, manage, and resolve customer issues.
- Demonstrated ability to proactively engage with customers, build strong relationships, and maintain customer satisfaction.
- Strong technical aptitude, with the ability to understand complex technical concepts and communicate effectively with engineering teams to troubleshoot and resolve issues.
- Excellent leadership, communication, and interpersonal skills with the ability to collaborate effectively across cross-functional teams.
- Detail oriented with strong time management and organizational skills with the ability to multi-task and prioritize tasks in a fast-paced business environment.
- Capacity to complete assigned tasks successfully, on time, and accurately.
- Ability to travel infrequently via vehicle, air, and/or other modes of transportation.
- Valid US driver’s license.
About AquaPhoenix Scientific
AquaPhoenix is driven by a company culture that inspires a flexible, fun, ‘can-do’ approach to business. We are an industry leader in water testing kits and reagent manufacturing, as well as a distributor of thousands of testing products and supplies for a multitude of industries including industrial water treatment, cleaning & sanitation, oil & gas, environmental, water conditioning, and education.
If you are looking for a great work environment, competitive pay, bonus opportunities, career growth, and exceptional benefits that include health, dental, vision, 401(k), STD/LTD, and generous paid time off consider a career with AquaPhoenix Scientific. We are an Equal Opportunity Employer that embraces diverse skills, perspectives and ideas that help our business grow. Minorities, females, protected Veterans, and individuals with disabilities are urged to apply. For more information or to apply, please visit www.aquaphoenixsci.com.
Skills Required
- High school diploma or equivalent
- Four-year degree in Engineering, Information Technology, or a related field
- Experience with modem hardware management and cellular connectivity
- Knowledge of modem technologies, LTE, 5G, network protocols, and system architecture
- Familiarity with industrial controllers and their applications
- Tier 1–2 technical support experience
- Customer service experience and familiarity with ticketing systems
- Ability to analyze and interpret data and develop reports
- Strong verbal and written communication skills
- Ability to explain complex technical issues to technical and nontechnical audiences
- Ability to collaborate effectively with engineering and cross-functional teams
- Strong organizational, time management, multitasking, and prioritization skills
- Valid United States driver's license
- Ability to travel infrequently by vehicle, air, or other transportation
What We Do
AquaPhoenix is a custom manufacturer offering innovative products and services for industrial water quality testing and chemical feed and control. The depth of our product line allows us to be a true one source for all your testing and equipment needs. With AquaPhoenix, you get one reliable contact to help you effectively service all aspects of your treatment programs. Our locations across the United States, including Pennsylvania, Texas, and California, give us the ability to reduce lead times and shipping costs. We bring value to you through our superior service. This includes live customer support, no-hassle returns and prompt shipping. We are dedicated to continuous improvement, which means we are always working to improve our products, processes and people, to better meet your needs. We pride ourselves on being a different kind of supplier. Our custom manufacturing, fabrication and private label capabilities allow us to create unique products to meet your specific application needs. We manufacture drop count test kits, reagents, calibration solutions, control panels, pump skids, filtration units, and more. Additionally, our reporting software, eSR w/ Flex Reports, gives you a centralized location for data entry, data storage and analysis. We also distribute meters, test kits, lab supplies, pumps, controllers, sensors and accessories from many of the industry’s leading suppliers. These include Hach, Myron L, Fisher Scientific, LaMotte, Chemetrics, Oakton, Pyxis, 3M, Walchem, Prominent, Grundfos, Pulsafeeder and more.
