Key Responsibilities
Customer Support & Technical Troubleshooting
Serve as the primary point of contact for customer support requests related to metering and utility technology systems.
Troubleshoot hardware, software, communication, and connectivity issues.
Assist customers with data collection, meter reading, billing interface, and reporting-related concerns.
Diagnose and resolve upload/download issues, reading discrepancies, exception reports, and system performance concerns.
Document support requests, resolutions, and customer interactions.
System Installation & Configuration
Perform onsite and remote installation, setup, and configuration of utility technology platforms and field devices.
Configure handheld devices, data collection systems, software applications, and related tools.
Support software upgrades, system enhancements, and configuration changes.
Assist customers with implementation projects and technology rollouts.
Customer Training & Relationship Management
Deliver onsite and virtual training to customers on system functionality, best practices, and troubleshooting techniques.
Develop strong customer relationships through responsive service and technical expertise.
Act as a trusted advisor to customers by helping them maximize the value of their technology investments.
Equipment & Asset Management
Manage loaner equipment inventory and tracking processes.
Coordinate equipment returns, repairs, replacements, and warranty-related activities.
Process repair and return authorizations as needed.
Maintain accurate records related to equipment inventory and customer assets.
Internal Team Support
Collaborate with sales, operations, and technical teams to support customer needs and project requirements.
Maintain customer support databases, logs, and documentation.
Assist with special projects and other duties as assigned.
Qualifications
Required Experience
Minimum of 3–5 years of experience in technical customer support, field service, network support, utility technology, or related environments.
Experience troubleshooting network-connected hardware and software systems.
Experience supporting customers in a technical or field-based environment.
Prior experience working with utility, metering, AMI, AMR, telecommunications, industrial technology, or related industries is preferred.
Technical Skills
Strong understanding of networking fundamentals and device connectivity.
Experience with hardware installation, configuration, and troubleshooting.
Proficiency with Microsoft Office applications including Excel, Word, and Outlook.
Ability to learn and support specialized utility software platforms and field technologies.
Network certifications (Microsoft, Cisco, CompTIA, or similar) are a plus.
Professional Skills
Strong verbal and written communication skills.
Excellent customer service and relationship-building abilities.
Ability to explain technical concepts to non-technical users.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Detail-oriented with strong documentation and follow-up skills.
Proven analytical and problem-solving capabilities.
Personal Attributes
Self-motivated and able to work independently.
Team-oriented with a collaborative approach.
High level of integrity and professionalism.
Adaptable and comfortable in both office and field environments.
Customer-focused mindset with a commitment to delivering exceptional service.
Additional Requirements
Ability to travel periodically to customer locations for installation, training, and support.
Valid driver’s license and acceptable driving record.
Ability to pass pre-employment screening requirements.
Ability to work both remotely and onsite as business needs require.
Why Consider This Opportunity?
Blend of technical troubleshooting, customer interaction, and field implementation work.
Opportunity to become a subject matter expert within a growing technology-focused industry.
Variety in daily responsibilities with both office and customer-facing activities.
Strong visibility across customers, operations, and leadership teams.
Opportunity to make a direct impact on customer success and technology adoption.
SGC is a Certified Small Diverse Business for the Commonwealth of PA serving Harrisburg, Hershey, Mechanicsburg, Carlisle, Lancaster, Allentown, State College, York, Sunbury, Philadelphia & Baltimore.
