Technical Support Specialist

Pelco Products Inc•Post Falls, ID

About The Position

The Tech Support position will ensure customers get maximum value from Pelco Solutions products. They will proactively guide customers from pre-installation planning through long-term product ownership, combining hands-on technical troubleshooting with strategic relationship management. This role requires both technical expertise in electronics repair and interpersonal skills to build lasting customer partnerships.

Requirements

High school diploma or equivalent required.
4+ years of customer service or technical support experience, OR equivalent combination of experience and education.
Hands-on electronics repair experience, including circuit board diagnosis and component -level troubleshooting
Strong computer proficiency, including Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Ability to quickly learn new software systems, CRM platforms, and technical tools.
Valid US driver’s license and ability to travel via air within the United States

Nice To Haves

Experience in traffic safety, automotive electronics, or related technical industries.
Background in multi-channel customer support (phone, email, chat, ticketing systems)
Familiarity with electronics packaging and mechanical integration.
Experience working with contractors, installers, or system integrators.
Valid passport with the ability to travel to Canada.

Responsibilities

Resolve customer issues quickly with a deep understanding of their project timelines, budget, constraints, and pain points.
Collaborate with engineering, manufacturing, shipping, and quality teams to deliver exceptional outcomes.
Consistent, reliable attendance and punctuality at assigned work location.
Leverage company resources and influence internal schedules to prioritize customer needs appropriately.
Balance customer satisfaction with business objectives in every interaction.
Diagnose and repair electronics issues, including circuit board troubleshooting, component replacement, and system testing.
Lead pre-construction planning sessions and provide installation guidance to contractors and integrators.
Serve as the technical expert in customer meetings, translating complex technical concepts into practical solutions.
Conduct patient, multi-session troubleshooting to resolve complex technical challenges.
Coordinate multiple customer conversations across phone, email and ticketing systems into cohesive solutions.
Break down complex issues into clear, manageable components for customers and internal teams.
Use help desk and knowledge base technologies to organize workflows and automate routine tasks.
Keep management informed of evolving issues while maintaining direct customer communication.
Build first-name relationships with key customers through exceptional availability and responsiveness.
Become the trusted first point of contact when technical challenges arise.
Provide customers with proactive training, product updates, and best practice recommendations.
Identify opportunities to add value beyond immediate troubleshooting needs.
Create and keep up-to-date relevant guides, manuals, articles, etc. for use by customers, end-users, and sales staff
Contribute to digital asset management and knowledge base systems.
Help organize product information so customers and team members can find answers quickly.