TECHNICAL SUPPORT SPECIALIST 2
About The Position
This full-time, in-office position reports to the Manager of Technical Services and will provide technical information and diagnostic support for the repair and maintenance of Kenwood Land Mobile products. The role involves answering customer calls, opening service tickets, explaining product features, functions, and specifications, and troubleshooting programming data file problems. The specialist will also explain product configurations, compatibility with other manufacturers' products, and use company products and test equipment to identify potential quality issues. Collaboration with end users and dealers is expected to collect data, duplicate issues, and implement corrections.
Requirements
- AA degree in electronics or 4 years of technical experience.
- 4+ years of knowledge in troubleshooting techniques.
- Knowledge of land mobile radio (LMR) Subscribers and two-way radio systems.
- In-depth technical knowledge of Kenwood and competitor products.
- Analytical skills to troubleshoot and conduct testing to determine when potential quality issues may be present in Kenwood products.
- Experience with RF test equipment and soldering equipment.
- Hand skills to use soldering equipment and common hand tools such as tweezers, screwdrivers, and needle-nose pliers.
- Customer relations experience and skills.
Nice To Haves
- Variations of programming and troubleshooting are self-taught based on experience with the product and the software in both written and verbal formats.
- Knowledge of product compatibility with other manufacturers’ products will come from hands-on experience.
Responsibilities
- Provide Technical Support to dealers, service centers, manufacturers' sales representatives, sales staff, order desk, and tuning personnel.
- Answer customer calls and open service tickets.
- Explain product features, functions, and specifications found in brochures, manuals, and help screens.
- Explain product programming, variations of programming to meet end-user custom requirements, and troubleshoot programming data file problems.
- Explain product configurations based on labor instructions and manuals.
- Explain product compatibility with other manufacturers’ products.
- Use of our products and test equipment for duplication of the problem, or by using statistics, to provide evidence of any potential quality issue.
- Work with end users and dealers to collect data, duplicate issues, and correct issues related to our product and the entire system.
- Correct end-user and dealer misinterpretations of product features, functions, and specifications.
- Determine when a product is working, broken and in need of repair, or contains a potential quality issue that requires factory correction.
- Handle dealer disputes related to warranty and repair.
- Handle dealer complaints related to Order Desk and Tuning Department mistakes or misinformation.
- Intervene between repair depots and dealers to authorize special repairs or unique requests.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
