Hardware Engineering Support Specialist

Hardware Engineering Support Specialist

Job Title: Hardware Engineering Support Specialist

Department: Customer Support

Reports to: Customer Support Lead

Status: Exempt

Location: Chicago, IL

As of: December 2024

Job Summary:

FleetPulse is transforming the transportation industry by making every mile safe and efficient.  Our seamless integration of innovative hardware and data provides insights on operations, uptime, and safety.  Using FleetPulse’s telematics platform, fleet managers create a safer, smarter, and more sustainable future of freight.

As Hardware Support Engineer for FleetPulse Customer Support, you will use your functional and technical product expertise and skills to support, build, implement, and improve operational solutions for FleetPulse. This role will be accountable for solving hardware issues and executing support projects across internal teams and customers. This role has primary responsibility over hardware diagnostics, installation practices, and technical documentation for the Support team and customers. Secondary responsibilities include supporting Hardware Engineering for testing new designs and supporting procurement activities for managing inventory, kitting, and minor supply chain activities. This is a hands-on position requiring a blend of technical and customer-facing skills where you will be asked to proactively address and/or improve user issues, customer experience, installation procedures, and hardware integrations. 

This job will require a unique combination of flexibility, troubleshooting, creativity, leadership, and drive.  You will be part of a team of people who actively employ their knowledge and skillsets – and seek to learn additional skills – to intake, manage, document, solve, and escalate product issues as well as identify ways to improve support capabilities, product features, and user experience.

This position reports to the Customer Support Lead, located in Savannah, GA, and can be on a flexible in-office work schedule agreed to by its supervisor.

Duties/Responsibilities:

• Own and execute technical hardware support for FleetPulse device or system installations at manufacturing plants, fleet service centers, and affiliated facilities.

• Work with customer engineering, quality assurance, installers, and procurement teams to proactively identify, research, diagnose, resolve, and document FleetPulse hardware issues.

• Collaborate with Operations in managing inventory levels, part sourcing, part number tracking, and assisting with operation maintenance.  

• Collaborate with Hardware Engineering to document hardware support, troubleshooting, and sensor integration SOPs.

• To create a hardware support repository in collaborating with supplier and OEM partner functional teams.

• Collaborate with Software Engineering to identify, research, diagnose, resolve, and document product issues that impact both software and hardware integrations.

• Manage and account for the resolution of all open hardware or hardware-related support tickets on a daily and weekly basis with the Support Lead, including discussing issue, cause, resolution, blockers, and product impact.

• Serve as a point of contact and owner for all new and open hardware or hardware-related support issues arising from OEM or fleet customers.

• Assist Support team in facilitating the intake, profiling, approval, and resolution of issues.

• Liaise with vendor personnel in coordinating new sensor installations, troubleshooting, and documentation.

• Provide training assistance to field personnel in the installation, troubleshooting and maintenance of hardware performance, including related mobile and web functionalities.

• Articulate data requirements to identify, research, diagnose, resolve, and document hardware issues and collaborate with Software Engineering to provision derivative solutions.

• Escalate and communicate SOP and quality process deviation to the Support Lead and drive communication of nonadherence to customers.

Preferred Qualifications:

·        5-10 years related to all/either truck transportation, engineering technician, parts management, system testing, procedure documenting, customer technical support   

·        A positive, can-do, solutions-oriented attitude.

·        Self-motivated drive to relentlessly problem solve and resolve stakeholder issues.

·        Ability to communicate timely and clearly.

·        Desire to own and execute the end-to-end support issue resolution.

·        Continuous focus on support process development, refinement, and documentation.

·        Flexibility to determine how to add value in the midst of change.

·        Highest quality to first respond to an issue, follow-up and follow-up again, and assure conclusion is satisfactory.

·        Salesforce or equivalent business program management training. 

·        Experience in commercial trucking industry with parts management and engineering technician skills.

Benefits:

• Unlimited PTO

• Company 6% 401k Match

• Choice of three healthcare plans

• Dental & Vision

• Company provided STD, LTD and Life Insurance

• 12 paid company holidays

• Full paid parental leave

• Compensation Range $65,000 - $75,000

Work Environment: 

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work environment: Employees must be able to travel to and attend the office to work in person, as required. The noise level in the work environment is usually minimal to moderate.