Service Support Technician

3855 Ruffin Rd near Balboa Ave, San Diego CA

Description

About this position SeeScan has an opening for a Service Support Technician to help ensure our customers get the most out of using our products. In this position, you will gain comprehensive knowledge about SeeSnake and SeekTech products, troubleshoot customer issues, and develop and maintain relationships with customers and product testers. You will also assist our Service Center with various administrative tasks as needed. Our company culture Working at SeeScan is unlike working for other companies of our size. While we have the stability of a larger company—we’ve been in business for nearly 40 years and sell our products worldwide—the SeeScan environment feels like a smaller, tight-knit community. Absent of typical corporate culture, we care more about what you do than what you are called, and we want you to share our mission of constantly improving the way we do things. We’ll give you the tools and resources you need to succeed, and we want you to show us how it’s done! What we’re looking for Across our organization, we’re looking for people who want to solve big challenges to make the world a better place. Whether you’re designing the latest tech, building our products on the production floor, or keeping our business running and profitable, we want people who approach problems with a can-do attitude and who are eager to be part of a team. Our goal is to create the best products in our industries and continue our trend of sustainable growth – not to line shareholders’ pockets. That means we’re interested in hiring people who are eager to work somewhere long-term and who share our values of continuous learning, community, and fairness. In this position, you will • Be the point person for all communication related to customer support • Answer support calls to help customers troubleshoot problems related to using SeeSnake and SeekTech software, mobile app, and equipment • Maintain thorough logs of customer inquiries • Interact with departments/management to resolve complaints by gathering information to respond appropriately • Provide regular status updates • Develop and maintain strong relationships with product testers • Identify opportunities for online product support documentation based on customer inquiries • Assist Service Center with various administrative tasks About you • Natural troubleshooter with strong mechanical aptitude • Ability to quickly learn and understand various computer software and mobile applications • Excellent communication and interpersonal skills over the phone, in person, and online • Demonstrates excellent judgment and professionalism; knows how and when to escalate issues and resolve conflicts • Fast learner who can pick up new things with minimal supervision • Ability to juggle multiple priorities while remaining focused on the task at hand • Proven initiative, resourcefulness, and problem-solving skills • Previous experience troubleshooting in a customer support role, particularly technology/product-related (e.g. IT) We offer • A position within an established company, growing from humble beginnings in our founder’s garage to a team of over 300 • A culture of transparency, growth, and innovation – read more about it below! • Medical, dental, and vision coverage • Traditional and Roth 401(k) investment options, with a current company matching contribution of up to $50 per paycheck (biweekly) • Flexible Paid Time Off plan with no cap or “use it or lose it” requirement In your application, please apply online at with your resume and a thoughtful cover letter explaining why you are the ideal candidate for this position. We are looking for a long-term, in-house team member to join us, not a contractor or consultant. Local candidates only, please. About SeeScan Modern life depends on the infrastructure that brings water, electricity, gas, and communications to our homes and businesses. SeeScan’s mission is to deliver best-of-class products that protect these vital services. We are an original equipment manufacturer in San Diego, CA that builds diagnostic and utility locating equipment from the ground up, from initial product conception to prototyping, testing, and final assembly. SeeScan is more than a collection of facilities, technologies, and products. SeeScan is a community of people. Working here, you’ll be part of a group of people who take pride in their work and their community. We’re passionate, but there’s more to it than that. We have a sense of ownership of SeeScan’s success and a shared commitment to continuous improvement. You won’t just be a cog in a corporate machine here – you’ll be our most critical investment, and we’ll do our best to empower you with the tools you need to find success at SeeScan. Notes • No recruiters, contractors, or consultants, please • No relocation assistance or visa sponsorships available for this position • SeeScan is an Equal Opportunity Employer COVID-19 Vaccination Requirement SeeScan is committed to maintaining a safe work environment for all of its employees. Therefore, we will only be extending offers to candidates who are fully vaccinated against COVID-19 with an mRNA-type vaccine (Pfizer or Moderna) or vaccinated and boosted with a Johnson & Johnson vaccine. You are considered fully vaccinated, or boosted, two full weeks after receiving your final dose. We will make a good faith effort to make reasonable accommodations for those with valid medical or religious exemptions from receiving the vaccine.