Customer Success & Technical Support Specialist

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry.   By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.

SPX Background

SPX Corporation (NYSE: SPXC) is, along with its subsidiaries, a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. HVAC solutions offered include cooling towers, residential and commercial boilers and comfort heating products. The detection and measurement products encompass underground locators and inspection equipment, fare collection systems, communication technologies and specialty lighting. Within the engineered solutions platform, SPX Corporation is a leading manufacturer of medium and large electrical transformers, as well as cooling towers and heat exchangers for industrial applications. With operations in 15 countries and approximately $1.5 billion in annual revenue, SPX offers a wide array of highly engineered products with strong brands. Based in Charlotte, North Carolina, SPX Corporation employs approximately 5,000 people worldwide.

Genfare Summary

Genfare is a fare collection technology provider in the detection and measurement segment within SPX Corporation. Our purpose is to simplify and positively impact the public transit rider experience with our agency partners. Genfare strives to drive growth in public transportation use, improve operational efficiency, reduce travel congestion and improve each rider’s daily commute.

We are tackling several challenging trends occurring in the world, including: acceptance of all payment types, urbanization, digital transformation, real-time connectivity, end-to-end cybersecurity, and data analytics. Through collaboration with transit agencies and their partners, we provide fully integrated highly-efficient software, industry-leading hardware solutions, and services that enable fast, secure and accurate public transportation operating systems.

Working at Genfare opens doors to getting hands-on with cutting-edge fare collection technologies. Our culture is made up of team players who are driven and inspired problem solvers. At Genfare, you are part of a dynamic team that makes an impact on many of our nation’s prominent transit agencies.  Genfare welcomes you to discover the open opportunities on our team!

Position Overview

The Customer Success & Technical Support Specialist will serve as the primary onsite representative for Genfare at the San Antonio VIA Transit Agency, supporting the agency’s point of sales operations utilizing Genfare’s fare collection systems. This individual blends technical troubleshooting expertise with customer-facing skills, ensuring smooth operations and positive user experiences across VIA.

You will work alongside a team of passionate technologist to deliver the ultimate customer experience and continuously improve Genfare processes and product offerings. This is a tremendous opportunity to be a part of growing and evolving transit world.

Key Responsibilities

• Serve as the dedicated onsite Genfare expert for all non-maintenance related fare collection systems, including the back office, retail and administrative point of sale (RPOS/APOS), fareboxes functionality.
• Act as the primary point of contact for support inquiries related to fare collection hardware and software across all VIA Ticket Centers and partner retail outlets.
• Conduct regular site visits to review hardware functionality, build relationships, provide one-on-one user training, and proactively identify and resolve potential issues.
• Troubleshoot both onsite and remotely across a variety of technologies—physical POS hardware, web/software applications, payment processing, and backend administrative platforms.
• Escalate complex issues as needed, providing thorough documentation and effective communication to internal technical support teams.
• Maintain accurate records of site visits, system status, and support outcomes, contributing to continuous improvement feedback for both Genfare and VIA.
• Manage and report out on account specific technical and customer satisfaction focused key performance indicators to internal and external stakeholders

Required Technical Skills & Experience

• Proven experience in web-based application troubleshooting: quickly diagnose and resolve application issues affecting point-of-sale and back office operations.
• Basic understanding of network architecture and troubleshooting: including knowledge of local and wide-area networks, Wi-Fi, firewalls, and connectivity issues typical in distributed retail or transit environments.
• IoT device troubleshooting: hands-on capability working with connected fare collection and ticketing devices, including updating firmware, monitoring device status, and responding to communication failures.
• Demonstrated point of sale (POS) troubleshooting, including experience with hardware peripherals like receipt printers, barcode scanners, card readers, and payment terminals.
• Familiarity with payment processing systems: credit/debit, smart card, and mobile payment acceptance in retail or transit settings (nice to have, but not required).
• Ability to interpret system reports, logs, diagnose error messages, and coordinate with remote support for advanced issues.
• Comfort providing basic user and administrative device training, both in person and over the phone, to a variety of stakeholders, from retail managers to transit staff.

Additional Qualifications

• Excellent interpersonal and communication skills, with the ability to translate technical concepts for non-technical audiences and foster strong relationships with local site managers and staff.
• Highly organized, reliable, and able to work independently with minimal supervision.
• Valid driver’s license and reliable personal vehicle for local travel between VIA and third-party partner sites (eligible for mileage reimbursement).
• Ability to travel (<10%) as needed to Genfare headquarters and other customer locations

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads at SPX.  

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs  

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. 

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.