Science Education/Teacher Technical Support Representative

SUMMARY/OBJECTIVE:

The Science Education Technical Support Representative under minimal supervision, performs technical support functions to external and internal customers in engineering, manufacturing, marketing, and curriculum and professional development.

ESSENTIAL FUNCTIONS:

• Support Science Teachers: Respond to and document phone, electronic ticket, chat, and email-based teacher and student user requests for assistance for PASCO software products and tablet apps, PASCO USB and wireless interfaces, hardware application and apparatus use, PASCO curriculum and experiments, and teaching strategies using PASCO equipment.
• Work with customers and internal departments to facilitate repairs or replacement of customer equipment through warranty and non-warranty requests.
• Troubleshoot Software/Hardware: Work with teachers, administrators, and school/district IT staff members to identify and correct technical problems relevant to PASCO software installation, network issues, PASCO interfaces, interface driver installation, and operating system interaction. Troubleshoot PASCO data collection apps on platforms including Windows 7+, Mac OS 10.10+, Chromebook/Chrome OS, iOS, and Android 5.0+.
• Provide Technical Information: Convey equipment specifications, operating parameters, and use-cases for existing and prospective users/customers. Conduct pre-sales technical consultation with prospective customers and collaborate with sales staff to ensure customer satisfaction.
• Report and document issues with products, software, documentation, and curriculum. This includes writing and logging bug reports for product managers and software engineers to review and resolve.
• Learn about new and legacy products to possess a large working knowledge of PASCO products.

Position Requirements:

• BS degree in a science, engineering, or similar discipline with strong background in teaching required.
• Two to four years’ experience (minimum six months) teaching sciences including chemistry, biology, earth/environmental science, physics, or engineering, to students at middle school to university-level. Preference for experience with grades 8-12. This may include work as a tutor or teaching assistant.
• Advanced computer use, maintenance, and troubleshooting ability (Windows and Mac). Experience with Chromebook, iOS/iPad, Android and Windows tablets desired.
• Excellent ability to communicate positively with customers, teachers, colleagues, and students via phone, via email, chat and in person.
• Ability to serve a widely varying level of customer technical ability and science background.
• Team player with ability to join an established group and work toward common goals.

DESIRED EXPERIENCE:

• Familiarity with PASCO systems, including interfacing, probeware, curriculum and data acquisition and analysis software, data collection or science-related tablet apps, as well as classical physics apparatus.
• Ability to read and interpret mechanical drawings and electronics schematics in paper and digital formats.
• Experience designing, writing, and refining standards-based high school or college science curriculum.
• Experience with NGSS (Next Generation Science Standards).
• Experience with AP (Advanced Placement) or IB (International Baccalaureate) curriculum.

SKILLS AND ABILITIES:

• Excellent verbal and written communication skills for context specific communication
• Empathy for customers' needs and situation
• Detail Oriented
• Good organizational and multi-tasking skills
• Problem Solving/Analysis
• Time management and task completion skills
• Team Player with flexibility to work with other groups
• Flexibility to implement improvements in protocols and procedures
• Typing speed 40 words per minute

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.

The employee frequently is required to sit, stand, walk, use hands and fingers, handle or feel, reach with hands and arms, twist and turn body. This position requires the ability to occasionally lift office products and supplies, up to 50 pounds, as well as pushing or pulling items with a force of up to 5 pounds.

This position does require the ability to perform under stressful conditions and high-volume demands.

EEOC & DFEH Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age, sex, gender, sexual orientation, gender identity, gender expression, marital status, genetic information, disability status, protected military or veteran status or any other characteristic protected by law.