Professional Services Technical Support Engineer

The team and I discussed this opening in our team huddle and we had a few questions:

1. Will this be an 8-5pm role or is SMG3 looking to do a 1 st shift, 2 nd shift, 3 rd shift. We see that it's a 24-7 role We are looking to cover the person who left schedule, which is either 7am to 4pm or 8am to 5pm.
2. Are Luke and Julian still with SMG3? Yes they are
3. What percentage of the time will they be travelling to customer sites? Depending on how busy we are. We do a great roation to ensure everyone has a good work life balance. For example we have a big project that two employees will be on site for one week at the end of August and September.
4. Will they be going to the customer sites with the sales engineers? Yes, but with time. They need to be trained, they won't even go onsite without another PS person for a bit. They wont sell anything, but they are there to help answer any technical question a sales person might not be able to ask.

Position Title: Professional Services Technical Support Engineer

Location: Schaumburg, IL

Department: Professional Services

Position Reports To: Professional Services Manager

Schedule: Monday to Friday, 8 am to 5 pm, 24-by-7 Support

Schedule Type: In office

Salary: $50-$60K

Travel: Required for customer site visits and training sessions

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Position Summary

We are seeking a technically skilled, customer-focused Professional Services Technical Support Representative to join our Professional Services team. This role is responsible for delivering exceptional technical support to both internal sales teams and end-user customers, ensuring that solutions are implemented efficiently, configured accurately, and supported with operational excellence. The ideal candidate is a quick learner, adept at problem-solving, and able to translate technical concepts into clear, actionable information. This position demands strong collaboration across multiple departments, a commitment to continuous improvement, and alignment with SMG3's core values: Customer Focus, Service Excellence, Integrity, Accountability, Teamwork, Communication, Clarity, Continuous Improvement, and Operational Excellence.

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Key Responsibilities

Technical Support & Solution Implementation

Program, configure, and troubleshoot mobile computing devices, software, and networking equipment (Operational Excellence, Service Excellence).

Assist Lead Sales Engineer(s) in delivering technical support for a variety of mobile computing products, services, and solutions (Customer Focus, Teamwork).

Set up and operate equipment for customer demonstrations, pilots, and evaluations.

Perform technical testing, validation, and deployment of solutions to ensure functionality and client satisfaction.

Support MDM (Mobile Device Management) solutions, including SOTI, Workspace ONE, AirWatch, and VMware environments.

Customer Support & Communication

Respond promptly to technical support calls and emails, creating and resolving service cases within established SLA timelines (Service Excellence, Accountability).

Provide clear, concise technical guidance to non-technical users (Clarity, Communication).

Conduct remote and on-site customer training sessions on device usage, system features, and troubleshooting.

Maintain professional, positive relationships with customers, vendors, and internal stakeholders (Integrity, Customer Focus).

Process & Operational Support

Manage spare-pool requests and Red-Bin processes in coordination with warehouse and operations teams (Operational Excellence).

Maintain accurate documentation of technical processes, configurations, and troubleshooting steps for internal and customer reference (Clarity).

Participate in process improvement initiatives to enhance service efficiency and reduce resolution times (Continuous Improvement).

Track and report on key technical support metrics to identify trends and opportunities for improvement.

Collaboration & Professional Development

Partner with sales, operations, and warehouse teams to ensure seamless pre-sales and post-sales technical support (Teamwork, Communication).

Attend technical and product training sessions to maintain up-to-date product and solution knowledge (Continuous Improvement).

Learn relevant solution sets, architectures, complete product line specifications, and industry-specific applications (Retail, Warehousing, Hospitality, Healthcare).

Actively contribute to cross-functional meetings, offering technical insights that help shape customer solutions.

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Required Qualifications

Experience & Background

Minimum of 1 2 years in a customer service help desk, technical support, or related IT field.

A two-year technical degree, or equivalent combination of education and experience (High School Diploma/GED required).

Experience with MDM platforms (SOTI, Workspace ONE, AirWatch, VMware) and mobile OS platforms (Android, Windows CE, Windows 10).

Technical Skills

Strong understanding of 802.11 Wi-Fi (WLAN) and basic networking concepts.

Familiarity with device staging, provisioning, and configuration tools.

Proficiency in Microsoft Office Suite; ability to quickly learn new software platforms (Continuous Improvement).

Experience in documenting technical procedures and creating training materials.

Core Competencies

Strong troubleshooting and diagnostic skills.

Excellent written and verbal communication (Communication, Clarity).

Highly organized with the ability to manage multiple technical projects at once.

Attention to detail and commitment to quality execution (Operational Excellence).

Personal Attributes

Problem-solving mindset with a focus on solutions, not obstacles (Accountability).

Team-oriented, adaptable, and able to thrive in a fast-paced environment (Teamwork).

Maintains professionalism and composure under pressure (Integrity, Customer Focus).

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Why Join Strategic Mobility Group (SMG3)

At SMG3, we believe our people are the foundation of our success. We live our values every day, delivering excellence not just in our products and services, but also in how we support one another and our clients. If you're ready to elevate your career in a collaborative, customer-first environment, we'd love to hear from you.

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Our Core Values at Work

At SMG3, we don't just talk about values - we live them:

Customer Focus: We prioritize the needs of those we serve.

Service Excellence: We go above and beyond to deliver outstanding service.

Integrity: We do the right thing, even when no one is watching.

Accountability: We take ownership of our actions and outcomes.

Teamwork: We support each other and win together.

Communication & Clarity: We speak honestly, openly, and with purpose.

Continuous Improvement: We challenge ourselves to get better every day.

Operational Excellence: We strive for efficient, reliable, and high-quality execution in all we do.