Job Summary:  The Help Desk Technician III will be key for overall success of the field service department. Nanolumens service department strives to provide a streamlined and painless service experience for our clients. Help Desk Technician III will play an important role in creating a positive client experience by maintaining day-to-day operations within the Service department and collaborating with key personnel within our manufacturing facility, engineering, and repair departments.

Report To: Marcos Oliveira, Director of Services and Support

Key Duties and Responsibilities:

Be the subject matter expert on troubleshooting and service ticket resolution 

Provide technical support to field Installation team as overlap for the Field Engineer Supervisors

Manage Help Desk tickets in a timely manner.

Respond to customer issues via phone, email, computer chat (chat not yet operational)

Use systems to identify projects at the beginning of a service ticket

Provide customer assistance through both basic and advanced troubleshooting steps

Document customer interactions and troubleshooting steps in service log/system

Learn advance levels of service diagnostics for both hardware and software of LED Displays

Coordinate with 3^rd party vendors to support client ticket resolution

Media Players such as BrightSign, Crestron, Datapath, tvOne-Coriomaster

Content Mangers such as PixelFire and Radiant

Display Interface Units – MegaPixel and Novastar

Learn and operate remote monitoring systems: Aware, NUC PCs (Teamviewer), NanoSuite (Iasac) and Ominous

Research and answer difficult customer questions about product features and recommends appropriate solutions.

Proactively follow up with clients to ensure issues are resolved

Issue Return Merchandise Authorization (RMA) to client’s as needed and complete required inventory request to fulfill service tickets

Complete Non-conformance documentation for all service hardware component failures, repair components and complete root cause analysis in coordination with the engineering department and quality assurance representative

Complete service quotes for parts and labor as required based on displays that require service but are out of warranty

Maintain and increase technical proficiency as products are developed and upgraded

Provide product feedback to Product Management and Research and Development

Support Sales Engineering, Project management and Field Operations as needed.

In collaboration with Director of Services and Support establish processes and systems to scale and improve Nanolumens Helpdesk/Technical Support department

Qualifications:

10+ years of experience working in a customer experience/service environment.

2+ Years of experience with Direct View LED Displays is desired.

Cisco Certified Support Technician (CCST) Networking is desired.

CTS Certified is desired.

Electrical Engineering or computer science degree preferred.

Highly detail oriented and analytical individual.

Flexibility to work a variety of shifts with notice (some overtime may be required based on time zones) Rotated On-Call shifts for nights and weekends to support SLA clients.

Flexibility to travel for service-related issues with short notice up to 25%

Authorization to work in the United States and ability to pass a background/drug test.

Job Skills and Abilities:

Highly detail oriented and analytical individual 

Aptitude for learning technical areas

Work Independently without much oversite and collaborate with others

Organization and planning skills.

Ability to prioritize work and time management skills.

Data management

Communication: Verbal and Written

Proficiency with internet, Teamviewer, email.

Ability to operate a Windows based computer

About Nanolumens Inc.

At Nanolumens, we’ve set our sights - and our standards - high when it comes to LED. We leverage the best of technology to meet everyday needs and enable digital transformation.

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