Come Join Our Team. We are a growing company that invests in our people, our products, and our technology. We offer real opportunities for career growth. Our salaries are competitive with the market, and we have a great benefits platform that includes 10 paid holidays annually, vacation, sick time, 401K with employer match, and flexible work scheduling together with a great positive culture. Full-time employees (30+ hours a week) have access to medical, dental, vision, and other insurance offerings that include employer-paid life insurance.
Who We Are: Mission Communications introduced the first cellular managed SCADA solution to the water and wastewater industries nearly two decades ago. The company currently serves more than 2,800 utilities across the U.S. and Canada and is known as an established monitoring technology innovator. Mission Communications offers highly reliable solutions that are designed for pump stations, lift stations, manholes, tank and well control, as well as lake and river level monitoring. Standardized field hardware, national cellular data networks, centralized servers, advanced alarming functions, and web-based SCADA software are combined into a single, low-cost solution with a predictable cost of ownership.
Mission Communication is part of the TASI Measurement Group of companies. TASI Measurement has successfully grown companies who consistently deliver world-class products and services, focusing on our global customer needs in diverse market segments. Our high repeat customer rate is due to an ability to remain close to our customers reinforced by providing local service and complete engineered solutions and problem solving.
Job Summary: We are looking for a motivated and detail-oriented Technical Support Specialist to join our team. You are analytical, a natural problem solver, and thrive in a collaborative environment. With exceptional people skills, you enjoy assisting customers and resolving technical issues efficiently.
This is a full-time, hybrid position, requiring a combination of in-office and remote work. The role primarily involves phone-based and online support for a cellular-based SCADA monitoring system used in the water and wastewater industry.
Ideal candidates possess a strong understanding of basic electronic concepts to assist field technicians with hardware installation and servicing. They should have experience with Supervisory Control and Data Acquisition (SCADA) systems, as well as familiarity with cellular connectivity and cloud-based software to effectively troubleshoot and resolve customer support tickets.
Responsibilities include, but are not limited to:- Provide technical support to customers and field technicians via phone, email, and online platforms. Assist customers with installing and servicing hardware, including RTUs, PLCs, and IoT-based monitoring systems.
- Troubleshoot and resolve hardware, software, and connectivity issues related to SCADA systems, telemetry devices, and cloud-based monitoring platforms.
- Parts RMA's and Sales orders Assist with orders for warranty replacement parts and non-warranty sales of parts.
- Respond to ticket and email requests Handle day-to-day customer tickets and emails about hardware and customer web portal data.
- Customer Outreach: Proactively contact customers about system issues reported by internal tracking.
- Ad Hoc reporting: Provide customized reports as needed by management or other departments. Present data in a clear, concise, and visually effective format (e.g., tables, graphs, charts) to aid in understanding and decision-making.
- Diagnose and resolve cellular connectivity issues and guide users on configuring cloud-based software solutions.
- Document technical issues, solutions, and customer interactions in a support ticketing system.
- Collaborate with internal teams (engineering, product management, and sales) to escalate and resolve complex issues.
Knowledge and Skills Requirement:- Mission Communications will consider candidates with backgrounds in related fields such as communications, cable, DSL, networking, electronics repair.
- On Call Rotation: This hybrid -remote/office position requires participation in on-call rotations after hours.
- Organization: Ability to manage multiple tasks, meet deadlines, and prioritize work in a busy environment.
- Learning & Adaptability: Open to learning new systems, improving processes
- Time Management: Ability to prioritize and manage multiple ad hoc report requests, often with tight deadlines.
- Customer Satisfaction: Strong customer service, communication, and problem-solving skills ensuring that inquiries and concerns are addressed effectively, leading to better customer relationships and retention
- Ability to uphold Mission Communication's mission and vision, Mission holds all employees to the highest ethical standards and is committed to conducting business with integrity, transparency, and honesty to ensure success
Computer Skills:- Microsoft Office - Excel, Word, Outlook
- Microsoft Teams
Working Conditions:- Physical Demand(s): Can lift to 25lbs, sitting and/or stand for reasonable periods of time.
- Visual Demand(s): Ability to look at a computer monitor.
Traits: Ability to uphold the mission and vision of TASI Measurement. Must be accountable and adaptable to changing priorities. Trustworthy, loyal, helpful, friendly, courteous, kind, cheerful, thrifty, and respectful.
Commitment to People and Planet: TASI Measurement is committed to fostering a sustainable and socially responsible environment. We believe that our success is not only measured by financial gains but also by the positive impact we have on our employees, communities, and the world around us.
As part of our commitment to people, we strive to provide a supportive and inclusive workplace where every individual is valued, respected, and given equal opportunities to thrive. We prioritize the well-being, safety, and personal development of our employees, recognizing that they are the engine driving our success.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.