Communication Skills, Customer Relations, Customer Support/Service, Emergency Response, Equipment Maintenance/Repair, Identify Issues, Internet of Things, JavaScript, MCP - Microsoft Certified Professional, MCSA - Microsoft Certified Systems Administrator, Microsoft Office, Problem Solving Skills, Process Improvement, Project Planning, Python Programming/Scripting Language, Root Cause Analysis, Software Development, Software Patches, Technical Support, Telemetry, Telephone Skills, Time Management, VMWare Certified Professional (VCP), Vehicle Fleets, Web Services
Founded in 1988, Mersino is a single source for pumping services, contract dewatering, one-pass trenching, power generation and drilling. Our people are the most valuable asset, and we strive to maintain a culture that inspires dedication to customer service. Whether a planned project or an emergency response, Mersino meets challenges with expertise, equipment, and service.
We move water.
Location: Auburn Hills, MI
Job Summary:
The Technical Customer Support will be responsible for supporting, troubleshooting, and monitoring alarms on Telemetry devices company wide.
Mersino has over 1600 Fleet Assets outfitted with telemetry devices, monitoring the health and activity of our equipment. This role will focus on customer service, uptime and managing the growing demands and the needs of our internal and external customers.
Responsibilities:
- Manage daily support calls and support tickets
- Monitor telemetry devices through Internet of Things (IoT) management software
- Make proactive callouts for device status
- Interact with team members to assist in troubleshooting and identifying root cause of system problems
- Manage and troubleshoot the dispersed telemetry systems company-wide
- Aid in the development of an Application Patching Process
- Assist in the process to help improve and enhance the IoT management software
Requirements:
- 1+ years' experience on a Customer Support Team
- communication skills
- Outstanding Troubleshooting skills
- Ability to think "outside the box"
- Initiative and confidence to research and resolve problems
- Organizational and time management skills
- Ability to work both independently and as a member of a team
- Proficient in Microsoft Office applications
- Experience in a customer facing role
- Ability to work flexible hours
Specific Expectations:
- Certifications not required, but are a plus (A+, N+, MCP, MCSA/E, VCP)
- Internet of Things (IOT) knowledge
- Basic Software Development process understanding
- Python, JavaScript, a plus
- MQTTs, Webservices, a plus
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Mersino is an Equal Opportunity Employer/Veterans/Disabled
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Mersino Dewatering, Inc.
At Mersino, we work together with our customers to achieve the proper groundwater control services required for each project.
Mersino:
- Is the only dewatering company with extensive experience in all methods of dewatering including deep well dewatering, wellpoint dewatering, trenched tile collection systems and sock dewatering as well as eductor well dewatering.
- Our nationwide equipment inventory includes a wide assortment of portable pumping equipment that allows us to provide the most cost effective and practical bypass pumping solutions available.
- Our one-pass trenching equipment allows us to install sock tile, trench collection systems, slurry cut-off walls and bio walls.
- Our power generation inventory ensures complete power system and backup power availability with generator rentals from 10 kW to 2000 kW, in addition to auxiliary power accessories.