Technical Support Specialist 1

EF Johnson Technologies•Irving, TX

4d•Onsite

About The Position

EFJohnson Technologies is seeking a Technical Support Specialist to troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications. This role involves direct customer interaction, requiring excellent written and verbal communication skills. The specialist will diagnose and repair faults, identify configuration, hardware, and software solutions, and guide customers through problem resolution steps. They will also communicate with internal departments, maintain knowledge of new products and advisories, test new features and software, and support new software releases. In critical situations, the specialist will use judgment to take necessary actions and consult management when appropriate. They will document field technical activities, maintain system expertise, manage multiple cases, and complete special assignments. Effective external and internal communication, professional behavior, sound judgment, and teamwork are essential. The role also involves supporting, diagnosing, programming, and configuring two-way radio system components, interpreting diagrams, resolving system issues remotely, and performing warranty verification.

Requirements

Minimum 2-year technical degree in electronics or related field.
Basic understanding of network components.
Ability to read and understand schematics and system drawings.
Understanding of electronics and RF principles.
Knowledge of system and RF testing equipment.
Knowledge of network topologies and protocols.
Ability to work independently.
Proven ability to manage time effectively.
Excellent organizational and technical skills.
Ability to produce accurate and detailed documentation and reports relating to system implementation.

Nice To Haves

Two years of experience in successfully managing in-field customer problem resolutions of radio system equipment, such as EF Johnson’s.
Familiarity with trouble ticket tracking applications such as Zendesk.
Knowledge of conventional and trunked radio systems is a plus.

Responsibilities

Speaking to customers to quickly get to the root of their problem.
Troubleshooting technical issues, diagnosing, and repairing faults.
Identifying configuration, hardware, and software solutions to resolve customer problems.
Talking customers through a series of actions to resolve a problem.
Providing timely, professional, and accurate customer feedback.
Communicating directly and professionally with customers via telephone, email, letter, on-site support, and answering technical questions, documenting customer suggestions and/or complaints.
Communicating with all appropriate departments and key personnel regarding information received from customers or the field.
Fully completing the cycle of customer request/complaint, research and factory resource coordination, response to customer, management of resolution details and proactive follow-ups with clients to ensure the problem is resolved.
Maintaining knowledge of new products, field changes, advisories, and other product and customer information.
Testing and evaluating new features, software, products, and technology.
Supporting the roll-out of new software releases.
In critical emergency situations, using judgment and taking actions as necessary to achieve primary objective. Consulting manager when appropriate.
Effectively documenting and reporting on field technical activities including system performance, failure analysis, problem resolution, technical deliberations and reconciliations, and customer satisfaction feedback.
Maintaining and constantly improving well-rounded system expertise and knowledge including, but not limited to applications, system construction, installations, operation, troubleshooting, diagnostics and maintenance on company products and peripheral equipment.
Managing multiple cases at one time.
Effectively executing and completing special assignments and projects as directed.
Reporting in a timely manner on all on-going projects.
Investigating issues and maintaining timelines.
Tracking projects daily.
Establishing and maintaining effective external and internal communications, exhibiting the highest level of credibility with co-workers and customers.
Acting as initial contact for customers, handling customer complaints, forwarding to managerial staff as appropriate.
Exhibiting desirable and appropriate professional behavior including, sense of urgency, independent judgment, teamwork, ability to get along with others, creative thinking, and personal integrity to provide for a cohesive, productive unit dedicated to the achievement of corporate goals.
Exercising sound judgment and elevating issues as required to ensure excellent customer service and adherence to policies and procedures.
Following corporate delegated authority policies for all required signatures.
Effectively functioning as a team member within the Technical Service Department.
Supporting, diagnosing issues, programming, and configuring two-way radio system components, repeaters, receive multi-couplers, combiners, antenna systems, power systems, and dispatch equipment for P25, and Analog LMR systems.
Interpreting circuit, wiring, and system diagrams or schematics.
Effectively resolving system issues remotely, upgrading systems remotely, capturing data for engineering remotely.
Setting up, configuring, and utilizing testing equipment to complete device setup and system tests.
Warranty verification with Dealers/Customers, including opening cases when needed, replacements, and repairs.