Modem Hardware Solutions Technician

AquaPhoenix Scientific, headquarters in Hanover, PA has an immediate opening for a technical and customer-facing Modem Hardware Solutions Technician to join our growing technology team. This position provides advanced technical leadership and front-line support to customers utilizing our family of software and modem-based products and services. Modems are utilized in a variety of industries including commercial water treatment and petrochemical industries. This is an in-office position and is based in our Hanover, PA office.

The Modem Hardware Solutions Technician will bring proactive and responsive solutions to a wide-range of technical, project-based, and customer-dictated challenges that require inspecting, testing, and analyzing. A common task would include exporting modem device data, interpreting it, and looking for anomalies or conditions that could represent product success or potential device failure. This role involves managing and supporting deployed hardware assets, testing proto-types, and providing end-user support. Above all it requires effective communications and analytical acumen to effectively collaborate with internal and external teams to ensure smooth and reliable modem operations to end-users in the field.

Although not all inclusive, additional responsibilities, expectations, and skills include:

• Provide comprehensive support for modem devices utilized by customers and end users.
• Proactively address and resolve issues related to modem communication, connectivity, and reliability, offering technical support via phone, help-desk inquiries, and escalated support tickets.
• Identify and document defects or discrepancies in products or processes. Report out findings and make recommendations.
• Work with production, engineering, and other departments to address product and connectivity issues and improve processes.
• Monitor field devices against performance expectations. Proactively identify potential issues by interrupting data and anticipating outcomes to enhance system performance.
• React to critical issues for customers in the field, handling problems with a sense of urgency and empathy to mitigate down-time.
• Assist in the development and implementation of quality control procedures and manuals to be utilized by the technical support team and external customers.
• Ensure compliance with relevant regulations, industry standards, and company policies.
• Utilize customer feedback to investigate and address concerns.
• Ensure the accuracy and reliability of testing and inspection equipment and standards.
• Assist in provisioning new modems for customers and maintain device hierarchies to ensure organized and efficient management.
• Leverage CRM systems such as HubSpot to create, manage, and track service tickets, ensuring timely resolution of customer issues.
• Exceed customer expectations by delivering timely responses, effective solutions, and follow through.
• Remain flexible to answer customer concerns infrequently during non-standard business hours, during periods of high call volumes, product migrations, and installation as needed.

AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for the Modem Hardware Solutions Technician position will frequently have a combined education and/or work experience that is a minimum of a high school diploma or equivalent and 2-5 years’ work experience in a B2B customer facing technical role. Advanced training, certification, or a degree in a related field is welcomed.

Additional skills and experience to include:

• 4+ years’ experience in a technical environment providing front line support and product integrated solutions and troubleshooting preferably in modem hardware technical support or wireless-telecom communication systems.
• Proficiency in using software tools for monitoring and troubleshooting modem devices remotely.
• Hands on experience with digital and analog hardware components and architecture, signal processing, and RF system interfaces.
• An understanding of cellular interfaces and interoperability (e.g., LTE, SIM cards, eSIM),
• Strong debugging, data analysis, and problem-solving skills using tools like oscilloscopes, logic analyzers, spectrum analyzers, etc.
• Excellent communication skills and ability to work cross-functionally with internal and external teams in a fast-paced environment.
• Background in working with ODMs/OEMs and supporting customer design-in cycles.
• High degree of attention to detail with strong analytical skills to react to data and resolve technical issues efficiently.

About Us:

AquaPhoenix is driven by a company culture that inspires a flexible, fun, ‘can-do’ approach to business. We are an industry leader in water testing kits and reagent manufacturing, as well as a distributor of thousands of testing products and supplies for a multitude of industries including industrial water treatment, cleaning & sanitation, oil & gas, environmental, water conditioning, and education.

If you are looking for a great work environment, competitive pay, bonus opportunities, career growth, and exceptional benefits that include health, dental, vision, 401(k), STD/LTD, and generous paid time off consider a career with AquaPhoenix Scientific. We are an Equal Opportunity Employer that embraces diverse skills, perspectives and ideas that help our business grow. Minorities, females, protected veterans, and individuals with disabilities are urged to apply. For more information or to apply, please visit www.aquaphoenixsci.com.