Tech Service Rep Level II

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).

Position Summary

Provide effective and timely technical support directly to Sales team, Service Technicians, Distributors and End-users. Collaborate with external and internal members of the organization to develop and implement product support strategies.

 

Candidate will provide telephone support to customers and end-users, resolve customer issues by phone, chat, email or in-person. Candidate may be assigned other support duties, including remote-connection support, specific account support, training, and data analysis.

 

Key Responsibilities

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Diagnose and resolve technical hardware and software issues with Electronic Fuel Management Systems and Tank Gauge equipment
  • Gather case information, evaluate and analyze symptoms and system data, to determine root cause of customer concern
  • Deliver service and support to end-users and technicians by phone, email, in-person, or via remote connectivity
  • Identify and escalate priority issues and redirect problems to appropriate resource
  • Accurately process and record customer interactions using designated tracking software
  • Develop innovative solutions for technical problems that arise during start-up
  • Research, evaluate, and recommend new products or equipment upgrades that will meet customer needs
  • Monitor and resolve recurring more complex problems to ensure ongoing customer satisfaction
  • Provide training to service technicians, on installation, use and maintenance of products/systems, as required
  • Stay current with all products and acquire knowledge/training of new products/systems as developed
  • Travel as required

 

Education & Experience

  • Bachelors in Electronics or Computer Science or equivalent experience
  • 3+ years relevant experience troubleshooting networks, software applications, or electronic systems
  • A+  and/or  Network+  Certification preferred
  • Technical troubleshooting experience
  • Remote troubleshooting experience
  • Networking experience
  • Electronics background

 

Skills & Qualifications

  • Understanding of Cloud based service and support
  • Hardware support (Networking, routers, servers, storage technologies)
  • Ability to provide networking support (Servers, routers, switches, firewalls)
  • Remote support utilizing VPN, RDP, Team Viewer or proprietary software for diagnosis
  • Database and SQL administration
  • Ability to read and interpret wiring diagrams
  • Ability to comprehend, analyze and present data effectively
  • Ability to take initiative and lead in a fast-paced environment
  • Strong analytical, trouble shooting and problem resolution skills
  • Knowledge of customer service principles and practices, including phone etiquette
  • Excellent written and oral communications skills
  • Detail Oriented and well organized
  • Disciplined work ethic

 

 

The information contained within this job description overview is not intended to be all-inclusive. Nothing in this job description restricts management or the company’s ability to assign or reassign duties and/or responsibilities to or from this role at any time. This document is subject to change with or without notice.  

 

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 : Illinois : Hodgkins

Sub Division : Dispensers & Systems Business Units

Job Requisition ID : 3871

Company
Dover Corporation
Posted
09/19/2018
Type
Full time
Location
Hodgkins, IL 60525, US