Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

The primary responsibilities of this position are in support of customer facing solutions for state, federal and local law enforcement agencies, and municipalities. You will be involved with the deploying and maintaining of IDEMIA provided customer solutions and establish yourself into a support role that will leave you securely employed for years to come as one of our subject matter experts on our operations team. Together, our solutions impact the everyday lives of citizens and nations.

This position services the Phoenix, AZ, and outlying areas. US citizenship required.

Essential Job Functions (include but are not limited to): 

• You will be responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners, and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded. 
• Provide remote and on-site customer support as needed. Members of the Field Service organization may require overnight travel as required.
• Install, configure, and test basic IDEMIA hardware and software products at customer sites.
• Restore IDEMIA equipment and services at customer sites through diagnosis, fault isolation and resolution of hardware, software, network, and server problems.
• Diagnose and isolate basic hardware and software problems. Replace failed parts as necessary, communicating the nature of the problem to the customer. Track and maintain the status of part arrival and expected completion time. Sign out inventoried parts and complete proper documentation and/or CRM Database entries on defective parts and other necessary tracking information.
• Install basic hardware and software upgrades on IDEMIA products at customer sites, such as add-on hardware peripherals, new software functionality, and bug fixes, as required.
• Able to lift up to 50 lbs.
• Regularly update product application and customization software.
• Schedule and perform preventive maintenance to ensure optimal performance of equipment at customer sites, in accordance with established procedures.
• Complete CRM Database entries and updates as required in a timely manner.
• Serve as a resource to other company personnel by exchanging technical information and assisting with failure diagnosis and problem resolution.
• When approached, inform customer of new products and services and as appropriate, then refer customer to the appropriate sales representative or group.
• Tactfully placate customers when dissatisfied with company personnel, products, and/or services.
• Contribute to process improvement efforts.
• Participate in customer and project meetings providing valuable technical and operational feedback.

Qualifications

• US citizenship required.
• Must hold and maintain a valid driver's license.
• Ability to work before and after hours, including weekends and holidays as needed.
• Reliable transportation and a valid driver's license are required. Ability to travel (even extensively) with little or no notice.
• Must pass personal background check and/or clearance as required by customers.
• Developed professional oral and written communication skills.
• Strong mechanical aptitude and problem-solving ability.
• Ability to work in a fast-paced environment without close supervision.
• Ability to follow written and verbal instructions.
• Ability to work within a team and follow through with tasks and projects.
• Familiarity with network skills including TCP/IP, DHCP, DNS, WINS, Workgroups, Domains, Active Directory.
• Must have strong computer skills with a good knowledge of Windows OS, must be comfortable with hardware and software solutions.
• Goal and objective orientated.
• Ability to read and understand workflow and dataflow diagrams.
• Ability to learn methods of troubleshooting IDEMIA hardware and software.
• Ability to learn and understand new hardware and software technologies.
• Ability to manage a remote spare parts depot.
• Competent with Microsoft Office Suite.
• Ability to manage work-related expenses, submitting applicable documentation in accordance with company policy.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• High school diploma or equivalent degree.
• Minimum two (2) years of customer service experience.