Support Technician - Tier 1

Innovative Controls Systems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids.

OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world.

OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW's 125 years of providing industry-leading solutions, visit our website at

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments:
Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

Additional information is available

Innovative Control Systems® (ICS) is the global leader in the manufacturing, installation, and support of car wash technology and equipment. ICS has grown steadily and is well positioned within the rapidly expanding car wash industry. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company-provided short-term and long-term disability insurances) as well as a path to personal growth and advancement.

SUMMARY:
The main focus of the position is to provide first level technical support to users of Innovative Control Systems' products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.

Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn't been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

COMPETENCIES:

• Behavior - Maintains a positive work atmosphere by behaving appropriately.
• Technical Skills - Identifies and resolves problems in a timely qualified manner. Strives to build knowledge base. Shares expertise with others.
• Troubleshooting Skills - Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution.
• Customer Service - Empathizes with the client's problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
• Oral/Written Communication - Speaks/Writes effectively in all situations.
• Teamwork - Contributes to a positive team environment.
• Diversity/Ethics - Treats all people with respect. Follows chain of command outlined by management.
• Motivation - Demonstrates persistance and overcomes obstacles.
• Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested.

QUALIFICATIONS:

Education:

Associates degree or equivalent from Two-year College or technical school or equivalent experience.

Experience:

Six months or more of directly related customer service experience and/or…