Device Operations and Quality Specialist

About Track Group: Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervision with end-to-end location monitoring and complimentary app-driven solutions that combine real-time tracking devices and professional monitoring services with advanced data analytics.  Committed to delivering a superior portfolio of reliable, advanced electronic monitoring and tracking intervention monitoring products and services to the criminal justice/corrections market. For over 27 years, we have been providing our global clients with the industry's most reliable location tracking devices, complemented by flexible software analytics, and app-driven monitoring solutions along with multi-levels of support services. With multiple offices including the Greater Chicago Area, Indianapolis, and Canada we have a proven record of success leveraging new tracking technologies to create valuable solutions for our customers.

Position Title: Device Operations and Quality Specialist

Position Summary:  As a member of Track Group’s Indianapolis, IN operations, the Device Operations and Quality Specialist is a hands-on position providing triage, quality assurance, and advanced support of Track Group’s machine-to-machine (M2M) tracking devices. Additionally, it is the responsibility of the Device Operations and Quality Specialist to ensure all devices are correctly configured and operating as expected prior to being declared available for use by the Indianapolis staff. The Device Operations and Quality Specialist will also be tasked with assisting the Device Operations Manager for support tasks including configuration and firmware management across all of Track Group’s broad customer base. The Device Operations and Quality Specialist reports to the Executive Director of the Indianapolis office.

Essential Duties and Responsibilities:

· Ensure the quality and availability of Track Group’s M2M devices used at the Indianapolis, IN office location.

· Effectively triage and weed out devices which are not performing at an acceptable level, while quickly restoring good working devices and making them available for use.

· Escalate newly discovered device issues found during the triage process to Track Group’s Supply Chain and Device Operations Manager.

· Responsible for the cleaning of used devices to maintain a high level of cleanliness and hygiene.

· Provide Tier-3 support (escalated from Tier-2 and management), including device and associated services operations, supply chain support, and account management support.

· Maintain a historical log of devices which have been triaged along with any found issues which can be used for analytical purposes.

· Document and handle local RMA forms and shipments.

· Identify areas where operating costs can be reduced, specifically focusing on reducing or eliminating device issues which cause maintenance visits and/or returns to manufacturing for rework.

· Provide technical Tier-2 training to staff.

· Coordinate with Track Group’s cellular providers

· Serve as a witness to Track Group’s device operations and effectiveness through court testimony in the local Indianapolis area.

· Assist in ensuring production devices are configured appropriately dependent on device type, server environment, SIM type, among others. 

· Assist in the creation of root cause analysis reports for newly discovered field issues where required.

· Assist in the testing and rollout of newly developed firmware for Track Group’s M2M devices.

· Perform research, testing, or tasks when requested by the Device Operations Manager or other management, including but not limited to: New firmware testing, SIM tests, device fail reasons, reporting trends, etc.

· Cross-trained to assist Device Operations Manager in case of absence, including cellular outage management and SIM provisioning issues.

· Serve as an emergency backup for local tier-2 staff in case of absences or staffing shortages.

· Fill in for local inventory manager in absence by handling incoming shipments, making orders, and setting up phone and bac-track equipment.

Education, Skills, and Experience:

o   Associates degree in technical or computer related field
-OR- Minimum 4 years proven track record in a progressive technical support position.

o   Working knowledge of Word and Excel.

o   Ability to grasp and retain technical training/mentoring.

o   Attention to detail and completing tasks/responsibilities in full.

o   Reliably following through with a strong proactive sense of personal ownership to program success.

o   Actively contribute to identification of opportunities within their personal scope of responsibility that can help the Track Group team/product be more efficient/effective.

o   The ability to communicate effectively both internally and with Track Group customers.

o   Ability to work autonomously, reliably completing responsibilities and assignments without requiring excessive supervision.

o   Possesses a highly analytical and technical mindset.

Work Location / Environment:

·        This is not a remote position. In-person office work is required.

·        Will be working in a fast-paced production environment with staff spanning multiple time zones.

·        Occasional travel, as well as night and weekend work may be required.

·        Some on-call responsibilities and/or after-hours support may be required.

• Generous amounts of time away from work to promote a healthy work-life balance. We offer unlimited paid vacation days in addition to 11 major holidays per year.

• Access to Medical, Dental and Vision insurances with company contributions for you and any covered dependents.
• Life Insurance, Short-Term Disability Insurance and an Employee Assistance Program provided to you at the company's expense.
• Ability to contribute to a company sponsored 401(k) retirement plan with company match on your contributions.
• Opportunities for growth along our clearly defined Career Path, including mentorship and leadership development programs to help you achieve all of your career goals.

Track Group Inc is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, age, religion or belief, marital status, pregnancy status, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)