Fire Apparatus Technical Support Representative

IDEX•Ocala, FL

About The Position

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you. SUMMARY OF JOB RESPONSIBILITES: The Technical Support Representative will provide to customers, both external and internal, a primary contact for the exchange of technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for our products.

Requirements

Associates Degree or Military experience with MOS and Avionics or Electronics desirable.
Experience in the Fire Suppression Industry desired
Experience with electrical control systems
Experience with PLC, Multi plex systems, industrial control systems preferred
Experience with heavy duty mobile equipment
Experience with J1939
Mechanically inclined with an ability to diagnose issues quickly
Familiarity with Class 1, Hale, Akron Brass, Weldon, a division of Akron Brass, and HURST products desire
Knowledge of ERP and CRM systems
Proficient in Microsoft Office Suite

Responsibilities

Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person.
Able to speak or give presentations and/or training to both internal and external customers.
Process RMA’s in a timely manner
Process warranty/non-warranty orders.
Manage Tech Support cases in CRM and act as a backup for Customer Service cases when needed.
Work closely with engineering, and manufacturing teams to facilitate information with customers.
Support the product management function and work closely with the Service and Quality Assurance departments.
Provide technical support requests to Product Managers, Engineers, and others as needed to assist the customer.
Provide customers with product advisories, announcements, or other technical data a need in order to provide world class customer satisfaction.
Must embrace a challenging, fast paced, demanding yet rewarding customer service environment where the work you do can save life and property.
The ability to work with limited supervision
A proven record of accomplishment by meeting time bound objectives and quality targets.
Ability to travel intermittently as needed – 10%
All other duties as assigned.