Field Technical Support Manager

Job Description

Job Description

At Luxer One, we’re committed to simplifying life by automating package acceptance and completely solving the package problem using the best technologies available. Whether solving the problem in multifamily apartments, placing lockers in Libraries for a convenient pickup, or solving package management challenges for corporate offices, we dedicate ourselves to finding the best solutions for our customers.

Are you located in Minneapolis, MN? Are you a highly motivated, tech-savvy, self-starter that is comfortable performing maintenance and repair work? If so, this might be the position for you!

The Luxer One Customer Success department is seeking an enthusiastic, driven, customer-centric Territory Manager to join our growing team! Our Territory Managers ensure that our customers have a solution that works flawlessly, stays up to date, and meets their needs. This is not a sales position.

What You'll Do:

• Perform maintenance, repair, and troubleshooting on Luxer One systems. You will keep the systems working 99.9% of the time in your market.
  

• Perform system upgrades in your market, and ensure that the systems you support are up-to-date and in excellent working condition.
  

• Provide in-person customer service to property managers and their staff.
  

• Collaborate with internal teams to address escalated customer service inquiries for your assigned market.
  

• Build relationships with your assigned clients to drive the adoption of new features and services offered in your market.
  

• Provide valuable customer feedback to the Product Development teams to ensure we provide customers with a product that meets their needs.
  

• Work with our Product Development team to test out new solutions in the field.
  

• Perform on-site product installations, including locker systems and package rooms across multi-family residential and commercial sectors.
  

At a Minimum, You Should Have:

• Exceptional people skills & communication skills.
  

• Troubleshooting and repair experience with both hardware and electronic components.
  

• Experience performing maintenance and troubleshooting for internet-connected devices.
  

• The ability to collect actionable feedback about customer usage and communicate it back to other team members.
  

• Experience training others to use a product or service successfully.
  

• Advanced computer skills and previous experience with Zoho or a similar CRM.
  

• Proficiency with Mac or Apple products.
  

• 2+ years of performing field repair work or remotely troubleshooting hardware.
  

• 2+ years of experience in a support or service environment.
  

• Previous success working in a remote role where you determined your schedule.
  

• Excellent written and verbal communications skills, including a confident phone presence and effective email communication.
  

• A Bachelor’s or other technical degree is preferred but not required.
  

What You'll Get:

• Luxer has got you covered! You will have a 401k with up to 4.5% matching, untracked vacation, and a hybrid work schedule.
  
• We promote education through tuition reimbursement.
  
• You will also have medical, dental, vision, and life insurance programs, as well as employee assistance programs.
  
• You’ll have opportunities to advance.
  
• We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored and grow.
  
• We promoted 42% of our employees last year!
  

Equal Employment Opportunity Statement

Luxer One is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.