Technical Customer Support Rep II

SPX Technologies•Franklin, TN

6d•Onsite

About The Position

SPX Aids to Navigation is a global provider of marine, obstruction, and airfield lighting solutions. The Technical Customer Support Rep II provides technical troubleshooting and customer support by phone and email, working with internal teams to promptly resolve issues across Aids to Navigation product lines. This is an onsite position. The role also involves documenting support interactions, managing service records and cases, processing RMAs and sales orders in SAP, maintaining TOM database records and ticketing support, developing product knowledge, and collaborating across functions.

Requirements

At least 1 year of experience in technical support or customer service.
Strong customer communication skills.
Analytical and problem-solving abilities.
Attention to detail and a sense of urgency.
Onsite availability.

Nice To Haves

3 or more years of relevant experience.
Experience in telecommunications, airfield, or related industries.
Proficiency with SAP or other ERP systems.
Advanced Microsoft Office skills.
Technical or electronics background.
Knowledge of Lean or Six Sigma methodologies.

Responsibilities

Provide technical troubleshooting support for Flash, ITL, Sabik, Avlite, and Sealite products.
Respond to or escalate customer inquiries within one business day.
Communicate professionally with customers and internal teams.
Escalate quality trends and urgent customer issues.
Document technical support interactions and maintain accurate case records.
Process service records, RMAs, and sales orders in SAP.
Maintain and update TOM database records and support ticketing.
Report obsolete systems and identify potential sales opportunities.
Develop and maintain knowledge across AtoN product lines and complete biannual product knowledge assessments.
Assist with new product development initiatives.
Build effective cross-functional relationships.