General Summary of Job Purpose

This position oversees the daily operation of customer service, onboarding and implementation of mobile networking / cellular gateways / field connectivity / Information Technology and Networking.

Essential Duties, responsibilities and job functions

Be punctual when arriving to work and returning from breaks or lunch

Work safely on all projects on or off site

Support the team atmosphere

Be able to work to meet customer needs and deadlines

Successfully motivate others

Provide training/coaching to new and co-worker staff on new product(s) or workflows

Provide excellent Customer Service from project intake to exit

Contribute to a positive experience regarding the implementation of solutions

Investigate customer complaints and ensure resolution or referral to higher level

Keep abreast of industry and market trends, best practices and keep team members informed.

Assist Company customer service by answering office phone line when available and in need

Manage accounts as needed to best serve the customer and maintain up-to-date records for each account inside the PSS Company software

Actively participate in trade shows and training classes as scheduled

Successfully motivate others in a way that builds a team support system that maintains excellent customer service

Support the team atmosphere by ensuring all customer information is conveyed within the internal company communications products utilized to enhance business and field operations. Documentation in PSS Company software

Attendance is required for all scheduled staff meetings and conference calls as directed to ensure clear communications and that new product or policy instructions are disseminated collectively

Responsible for reviewing and completing any training on new company policies and new products for presentation to customers

When mutually agreed to, assist leadership staff with training/coaching new product or workflows to co-workers

Provide excellent Customer Service from project intake to exit by meeting with customers and assist in developing proposals

Provide support all customer service issues youre aware of in good faith and in accordance with company policy. Investigate customer complaints and ensure resolution or referral to higher level

Resolving and handling employee grievances in accordance with company policy

Support any necessary Project Management needs for sales fulfilment or

seek assistance from Leadership to ensure assigned accounts Project Management needs are met, securing a Successful Deployment

Maintain a steady and safe work pace

Overnight travel to accommodate customer on-site visits, company events, tradeshows on an as needed basis

Demonstrate responsibility for Company assets on or off work site

Demonstrate the ability to travel responsibly for company business

Any other duties set forth by the Leadership

Additional Tasks

Presales Engineering

The design, development, documentation, analysis, creation, testing, or prudent modification of computer systems or programs, including proto@types, based on and related to active company projects for End User (Customers). May include assistance in design, documentation, testing, or modification of computer programs related to machine operating systems.

Certification requirements will be funded by PSS with employee time allowances in consideration necessary to attain said certifications.

Desired certifications will be documented and reviewed annually thereby prioritizing and planning for achievement of required learnings and continued education.

Networking and IT support

Internal and external, Tiers 1 and 2 Support. Tiered Support based on Product and attained credentials. Answer company main phone as needed and emailed IT Support requests. Includes documentation of support case engagement

Accountable to see resolution of cases within mutually agreeable timeframes (SLAs).

Certification / Credential Maintenance

Annual and as needed certification from OEMs that PSS offers as required by said OEM to be eligible to offer/ resell their goods and/or service.

Other Job Functions /Working Conditions

Public Safety Solutions MO, LLC

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