Technical Support Engineer

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.

Genfare is a diverse team of unique individuals who all make an impact.  The Technical Services Engineer at Genfare has a core function to manage technical inquiries, perform onsite system reviews of our fare collection solutions and supervise and participate in special projects.  You will be responsible for software system installations, Level 3 troubleshooting and training client teams—including their IT, planning, operations and maintenance departments. You will collaborate with internal intra department teams to make sure that implementation projects are on schedule and ensure that all services are documented to the designated project and tracked to completion. You will supervise special project rollouts and make sure that financial goals for the company are met. A successful Technical Services Engineer will also identify and solve any gaps in current processes while on the job and then be able to leverage any changes that need to be made internally to resolve an issue.  You will also document implementation of new products and monitor and train internal teams. In this role you are a client advocate and need to be able to communicate the voice of the client.

This is a highly-visible, client-facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a client’s expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.

The ideal candidate has exceptional presentation skills, thinks quickly on their feet and will represent Genfare with poise and professionalism.

While each day brings new opportunities at SPX, your core responsibilities will be:

• Provide Level 2 and Level 3 Technical Support on software and hardware issues.
• Serve as a product expert, being able to solve complex product and system issues.
• Provide expert product knowledge across our product lines.
• Troubleshoot fare collection systems and networks over the phone and at client sites.
• Utilize Jira, SAP or other tools to view requests for scheduling.
• Provide product training.
• Understand customer goals.
• Identify consequences of various solutions.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.
• Solicit and analyse customer feedback for product performance and value.
• Handle customer issues promptly and escalate issues as necessary.
• Provide clients with an overview of installation activities and assist them with training and support.
• Configure and test fare collection systems and networks.
• Review technical specifications.
• Assist in the development of sales and marketing information.
• Complete special projects as directed by management.
• Some travel may be required for Technical Support activities (~ 10%).
• Training activities will require more travel (~15%).

We each bring something to the table, and we are looking for someone who has:

Related Experience

• BA/BS degree in Engineering or related field
• 8+ years of experience, preferably in fare collection or a related industry
• Working experience with Windows based software support
• Experience with networking
• Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
• Strong skills in debugging, problem solving and documenting technical analysis
• Knowledge of Jira, Salesforce and Microsoft Office Suite
• AWS certification and experience in AWS applications support
• Expertise in Embedded C, SSIS, DB2 and SQL server
• Experience in VMWare, Azure or Hyper-V is a plus
• Experience in Mobile App support on Android and iOS is a plus
• Experience in Linux, UNIX Shell Scripting, Java, HTML, XML and CSS is a plus

Preferred Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills
• A common sense understanding to carry out instructions provided in written, oral or diagram form
• Attention to detail and accuracy
• Adaptability and flexibility
• Analytical skills
• Mechanical aptitude and ability to work collaboratively with engineering team
• Strong negotiation skills and ability to work with people at all levels inside and outside the organization
• Ability to write reports, business correspondence and procedures, along with being able to effectively present information to managers, clients, customers and the general public
• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists
• Ability to:
  • Build customer loyalty
  • Improve work standards
  • Provide continuous improvement
  • Initiate action
  • Adapt
  • Contribute to team success
  • Manage work (including time management)
  • Communicate effectively
  • Cross-sell and make recommendations to improve client solutions

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.  

 We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. As required by law in this state, the estimated salary range for this position is $93,000 - $112,500 per year  and represents our good faith estimate as to what our ideal candidates are likely to expect.   We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate’s experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process.  At SPX, it is not common for individuals to be hired at the higher end of the range, and compensation decisions depend on a variety of factors.  This position is eligible to participate in a discretionary bonus, subject to the rules governing the plan.  SPX offers a variety of benefits, including health benefits, 401K retirement with a company match, and flexible time off.   More information about our benefits can be found on the “Rewards and Benefits” section of our career page.

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.