Technical Product Specialist

Job Description

Job Description

Location: In-office San Diego

Company: IPS Group is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Job Description:

The Technical Product Specialist serves as the highest level of technical support within the Client Experience organization, providing advanced troubleshooting, root cause analysis, product expertise, and technical leadership across all IPS solutions (hardware and software).

This role owns complex customer escalations, partners closely with Engineering and Product Management to improve product quality, and drives continuous improvement through trend analysis, knowledge management, and proactive problem resolution.

In addition to resolving critical customer issues, the Technical Product Specialist serves as a technical advisor to Customer Success, Support, Implementations, and Engineering while helping improve overall product reliability and customer experience.

IPS Group clients are located across the United States. The ability to travel is required and may consist of up to 25 percent of travel based on the workload.

This is a customer-facing position and requires strong communication and presentation skills along with a commitment to service excellence.

Essential Duties and Responsibilities:

• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues across hardware, software, firmware, and integrated technology solutions.
• Excellent verbal, written, and presentation skills with the ability to communicate effectively with both technical and non-technical audiences.
• Proven ability to build and maintain effective working relationships with customers and cross-functional teams, including Engineering, Product Management, Client Success, and Support.
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently while collaborating effectively across departments.
• Commitment to maintaining accurate case documentation and managing work through the company's designated support platform.
• Willingness to participate in an after-hours on-call rotation and travel up to 25% as required.
• Continuous learner with a demonstrated commitment to professional and technical development.
• Advanced proficiency with Microsoft Excel, including data analysis, filtering, pivot tables, reporting, and troubleshooting large datasets.
• Working knowledge of HTML, CSS, and web technologies to support troubleshooting, configuration, and analysis of web-based applications.

Education/Experience:

• Associate’s degree in information technology, Computer Science, Electronics, Engineering Technology, or a related technical field, or an equivalent combination of education and relevant work experience required. Bachelor's degree preferred.
• Three (3) plus years of experience providing advanced technical support for enterprise hardware, software, SaaS, telecommunications, or integrated technology solutions.
• Demonstrated experience troubleshooting complex hardware, software, firmware, networking, and integrated systems in a customer-facing environment.
• Experience collaborating with Engineering and Product Management to investigate product defects, validate fixes, and support continuous product improvement.
• Experience using ticketing, CRM, and knowledge management platforms to manage technical support cases and document resolutions.
• Proficiency with Microsoft Excel for data analysis and reporting; experience with SQL or database queries is preferred.
• Experience supporting payment technologies, IoT devices, parking technologies, or other integrated hardware/software solutions is preferred.
• Prior experience with mechanical or electronic equipment diagnostics and repair is preferred

Physical Demands, Equipment, and Machinery:

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 qualified disabilities to perform the essential functions.

Ability to perform work on a desktop or laptop computer requiring manual dexterity to operate keyboards,  calculators and photocopying equipment. Ability to sit for long periods of time, concentrate on a task without being distracted and look at a computer screen to see details at close range.

The position requires the ability to safely operate hand tools and power tools to repair, adjust, install, and replace electrical and mechanical components and parts. Employees must have adequate vision to perform detailed work safely and accurately. This role also requires frequent bending, stooping, walking, standing, pushing, and pulling, as well as the ability to lift and carry up to 50 pounds.

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer.

It is the policy of IPS Group not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

Benefits:

• 401(k)
• 401(k) – up to 3% matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Hours: 5:00 am PST – 2:00 pm PST

Schedule Note; Supporting East Coast operations and clients

Salary range: $70k - $80k

An Equal Opportunity Employer—M/F/D/V