Hybrid Installation and Support Specialist bei Matrix Design Group LLC

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking an Installation and Support Specialist. This role plays a critical part in ensuring the successful coordination, execution, and documentation of OmniPro installations across industrial and mining sites. This position involves customer communications, scheduling logistics, third-party installer (3PI) coordination, and internal process management to drive high-quality installations and strong customer experiences. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the Installation and Support Supervisor

Duties and Responsibilities

• Installation Coordination and Support
  • Installation tracking from purchase order to final commissioning of product
  • Schedule and dispatch assistance with third-party installers in alignment with project needs and regional capacity
  • Maintain detailed documentation of each installation event, including site readiness, installer assignment, and job status
  • Provide support to field staff during installations as needed
• Customer Communication and Call Center Oversight
  • Serve as a liaison for inbound customer installation inquiries
  • Ensure timely and professional responses to all support calls and scheduling requests as directed
  • Maintain standards for issue tracking using Customer Issue Tracker
  • Support the handling of documentation and paperwork related to field activities
• Third-Party Installer (3PI) Support
  • Assist with onboarding, training logistics, and scheduling third-party installation providers
  • Participate in reviews of installer performance, including adherence to SOPs, and consolidating feedback for improvement
• Process Management and Support Tools
  • Follow and recommend refinements for installation documentation and equipment/components dispatch processes
  • Identify and recommend improvements in administrative workflows, forms, and internal documentation
• Field Operations Collaboration
  • Work closely with internal teams (Field Technicians, Engineering, Customer Success, Sales) to assist with alignment in priorities and field readiness
  • Support the development of install readiness checklists, documentation standards, and new process rollouts
  • Assist in quality assurance by identifying patterns of installation issues and feeding information into root cause efforts
• Quoting as needed for OmniPro installations, service, and repairs
• Participation in installation meetings (pre and post installation meetings).

Qualifications & Competencies

Employment Eligibility & Verification:

All applicants must be able to provide proof of eligibility to work in the United States. Employment is contingent upon the successful completion of the I-9 form, as required by federal law. Additionally, candidates will be required to undergo an employment verification process before beginning work. Please note that we do not offer sponsorship for work authorization (e.g., H-1B, TN, or other visas) at this time.

• High school diploma or equivalent
• Strong organizational and communication skills
• Ability to manage multiple moving pieces and prioritize under pressure
• High attention to detail and process discipline
• Ability to work with other teams and external partners
• Willingness to learn
• Team player with a proactive attitude
• Basic computer skills

Working Conditions

• The general working conditions for this position are in a climate-controlled office setting.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• First day coverage of all benefits - no waiting period
• Premium free medical, dental, and vision insurance - working spouse must take single major medical at their place of employment if offered
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership

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