We use cookies and similar web technologies to recognize your repeat websites visits and preferences and to analyze traffic. To learn more about cookies, including steps for disabling, view our Cookie Policy. By clicking “I Accept” on this banner you consent to the use of cookies unless you disable them.

Skip to Main Content
Back to Careers

Product Support Representative

This position is located in St. Paul, MN.

Position Purpose:

The Product Support Representative will conduct technical, and sales support activities with ISS customers including, but not limited to dealers, distributors and end-users for the RTMS product family. This position operates directly in the sales channel and works closely with our customers on the technical aspects of our products as well as assisting in duplicating, troubleshooting, and correcting software and hardware issues.  This position serves as a vital communication channel between our customer, and the ISS Sales and Product Management teams.

Essential Position Functions:

  • Provide technical support to customers
  • Reply to phone and email inquiries from installed customers
  • Drive communication internally between our customer and product management regarding common customer technical topics
  • Travel to customer sites when necessary for pre-paid service work, goodwill or challenging customer situations which require face-to-face communications
  • Manage process, internal and external communication for issue resolution with customers
  • Provide technical product education
  • Develop and implement a technical training program which can be supplied to dealers, distributors, end-users, and ISS employees
  • Provide training in person at customer location or via electronic media (webinar) as required
  • Responsible for issue logs and resolution
  • Create customer service requests (CSR) and communicate with customers and product teams to fully communicate case information
  • Communicate with QA, field team members and Product Management to define engineering requests related to CSRs.
  • Manage requests to ensure priority, relevance and frequency of issue is clearly understood
  • Documentation and communication
  • Create and maintain customer facing documents 
  • Create and maintain requests tracking system based on customer feedback
  • Internal Customer Bridge
    • Communicate clearly organized customer information to facilitate issue resolution
    • Communicate release information to customers and employees
    • Provide launch and delivery training for all necessary team members
  • Ability to work across business units including product, sales, and channel partners
  • Comfortable presenting in front of small to medium size groups
  • Participate in industry events as needed

Education and Experience/Skills Requirements:

  • 2+ years’ experience working with software and hardware products 
  • College degree in a technical related field
  • Customer service, product support, field support, and application engineering experience
  • Experience with embedded software applications 
  • Experience with databases and database structure 
  • Must have proficient multitasking, organizational and time management skills
  • Self-motivated: good at proactively finding what needs to be done and driving it to completion
  • Proficiency with Microsoft Office including Excel, PowerPoint, Project and Outlook
  • Experience with networking connections (via Ethernet, Serial, USB to Ethernet, etc.) and low-level configuration

Desirable Skills/Attributes:

  • Experience working with radar products (software and hardware) is a plus
  • Experience working with data communication protocols, including RS232/422, wireless broadband, and TCP/IP
  • Experience working with government and public agencies through consultants and contractors a plus
  • Experience in large-scale project deployment involving IT and networking architectural design a plus
  • Proficiency with testing and/or configuration using Windows User Interfaces
  • Spanish verbal and written literacy

 Physical Demands:

  • Should be able to work comfortably in a typical office environment.  
  • Domestic and international travel will be required for customer sites visits, industry events, and partner trainings.
  • Must hold a valid passport
  • Will be required to work outdoors at times  
    • Must be able to work at up to 30ft height in bucket trucks
    • Field activities include supporting field crew with product installation or troubleshooting activities along high traffic roadways  

Additional Information:

Essential position functions and education and experience are representative of the minimum levels of education, experience and skills required to perform the vital duties of this position.  The position description does not constitute a written or implied contract of employment.  Image Sensing Systems, Inc. reserves the right to revise or change essential position functions and/or required duties and responsibilities as the need arises.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Please submit your resume and cover letter to hr.recruiting@imagesensing.com.