Field Technical Support Manager

Job Description

Job Description

At Luxer One, we’re committed to simplifying life by automating package acceptance and providing solutions for the asynchronous exchange of items. Whether solving the problem at multifamily apartments, placing lockers in Libraries for convenient pickup, or solving package management challenges for corporate offices, we dedicate ourselves to finding the best solutions for our customers. This is not a sales position.

Do you like working with your hands and using your thinking skills? The Luxer One Customer Success department is seeking a highly motivated, tech-savvy, enthusiastic, self-driven, customer-centric Territory Manager to join our rapidly growing team! Our Territory Managers ensure that our customers have a solution that works flawlessly, stays up to date, and meets their needs.

Roles and Responsibilities:

• 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 and system installs in your market, and ensure that the systems you support are up-to-date and in excellent working condition.
  
• Perform in-market installations and removals, encompassing, but not limited to, Package Rooms, Kiosks, and Locker Rooms.
  
• 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 Sales and 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.
  

Skills

• Exceptional people skills & communication skills.
  
• You have a proven ability to troubleshoot and repair both hardware and electronic components.
  
• Experience performing maintenance and troubleshooting for internet-connected devices.
  
• You can collect actionable feedback about customer usage and communicate it back to other team members.
  
• You know how to train others to use a product or service successfully.
  
• You have advanced computer skills and previous experience with Zoho or a similar CRM.
  
• Proficient with Mac or Apple products.
  

Experience

• 1-3 years of performing field repair work or remotely troubleshooting hardware.
  
• 1-3 years of experience in a support or service environment.
  
• Successfully worked in a remote role where you determined your schedule.
  
• Excellent written and verbal communication skills, including a confident phone presence and effective email communication.
  
• A Bachelor’s or other technical degree is preferred
  

• 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.
  
• As “Luxens,” we celebrate one another's differences and ideas. We're proud of our culture of diversity and inclusion, and we have programs that bring us together on important issues and provide educational opportunities for all employees.
  
• We're there for you - 401k with matching, generous PTO, flexible work arrangements, and excellent medical, dental, and vision - we've got you covered!