Texas Highway Products is committed to delivering excellence in every aspect of our operations. From innovative technologies to best-in-class solutions, we are dedicated to shaping the future of highway infrastructure. We believe in fostering a culture of collaboration, innovation, and continuous learning. When you join our team, you will have the opportunity to work with industry experts and leaders, impacting the communities we serve.
Role Overview
We're seeking a Field Solutions Specialist to provide technical expertise, training, and on-site support for customers to ensure the effective implementation and usage of company solutions. This role involves troubleshooting, educating clients, and collaborating with internal teams to improve product adoption, resolve issues, and deliver excellent customer service. The ideal candidate thrives in a fast-paced environment, can multitask effectively, and adapts quickly to changing priorities.
Key Responsibilities
1. Customer Support:
- Provide on-site and remote technical support for customers to troubleshoot and resolve issues with equipment, software, or systems.
- Respond promptly to customer inquiries and ensure high levels of customer satisfaction.
2. Implementation and Training:
- Assist in the installation, configuration, and calibration of products or solutions.
- Train customers on the proper use and maintenance of products to maximize their effectiveness.
- Conduct workshops and hands-on demonstrations for customers and internal teams.
3. Technical Expertise:
- Serve as a subject matter expert on company products, including hardware, software, and integrated solutions.
- Test new features or updates to ensure functionality and provide feedback to the product development team.
4. Collaboration and Communication:
- Partner with sales, engineering, and customer success teams to ensure smooth customer onboarding and retention.
- Communicate customer feedback and recurring issues to internal teams to inform product improvements.
- Support sales efforts by demonstrating technical solutions during pre-sales and post-sales engagements.
5. Problem-Solving:
- Diagnose and resolve hardware and software issues in a timely and efficient manner.
- Document and escalate complex technical issues as necessary, following up to ensure resolution.
6. Travel and Fieldwork:
- Travel to customer locations to provide on-site support and training.
- Manage field assignments effectively, ensuring timely response and completion of tasks.
Qualifications:
High School Graduate or General Education Degree (GED) as a minimum.
IMSA Level I Certification (or the ability to obtain) required.
Minimum of 2-4 years of field-based technical support experience with intersection traffic equipment (e.g., cabinets, controllers, detection systems, battery backups, preemption, pedestrian push buttons, etc)
Proven track record working in traffic or ITS whether for a manufacturer or in a municipal/contractor role
Demonstrated ability to provide exceptional service, professionalism, and effective communication in high-stakes environments
Self-motivated, team-oriented professional with strong organizational skills and a commitment to continuous improvement
Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and SalesForce.
Must hold a driver's license and be able to travel extensively