Technical Support, Team Lead

1 week ago

Irving, United States EF Johnson Technologies Inc. Full time $120,000 - $130,000
Job DescriptionJob Description

EFJohnson Technologies is a subsidiary of JVCKENWOOD Corporation, a leading provider of P25 communications solutions for first responders in public safety and public service, the federal government, and industrial organizations. Our products are marketed under the EFJohnson and KENWOOD brands.

EFJohnson provides wireless communications products and systems for public safety, commercial, and government customers. We design, manufacture, and market conventional and trunked radio systems, land mobile radio repeaters and mobile and portable radios, including Project 25 digital radio products.

SENIOR TECHNICAL SUPPORT SPECIALIST / TEAM LEADER

The Senior Technical Support Specialist / Team Leader will troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. Moreover, Technical Support Specialist need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

The Team Leader will be responsible for leading the technical support team and providing reports on team performance to management.

ESSENTIAL FUNCTIONS:

  • Speaking to customers to quickly get to the root of their system problem.
  • Troubleshooting technical issues, diagnosing, and repairing system faults.
  • Identifying configuration, hardware, and software solution 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 to facilitate problem resolution 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 completes 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.
  • Maintains knowledge of new products, field changes, advisories, and other product and customer information.
  • Testing and evaluating new feature, software, product, and technology.
  • Provide the method of procedure and supporting the roll-out of new software release.
  • In critical emergency situations, uses judgement and takes actions as necessary to achieve primary objective. Consults management when appropriate.
  • Effectively documents and reports on field technical activities including system performance, failure analysis, problem resolution, technical deliberations and reconciliations, and customer satisfaction feedback.
  • Maintains and constantly improves 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 customer support tickets at one time.
  • Effectively executes and completes special assignments and projects as directed.
  • Reports in a timely manner on all on-going projects. Investigates issues and maintains timelines. Tracks projects daily.
  • Establishes and maintains effective external and internal communications, exhibiting the highest level of credibility with co-workers and customers.
  • Acts as initial contact for customers, handles customer complaints, forwarding to managerial staff as appropriate. Exhibits desirable and appropriate professional behavior including, sense of urgency, independent judgement, 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.
  • Exercise sound judgement and elevate issues as required to insure excellent customer service and adherence to policies and procedures. Follow corporate delegated authority policies for all required signatures.
  • Effectively functions as team member within the Technical Support Department
  • Support, diagnose issues, program, and configure two-way radio system components, repeaters, receive multi-couplers, combiners, antenna systems, power systems, and dispatch equipment for P25 and Analog LMR systems.
  • Interprets circuit, wiring, and system diagrams or schematics.
  • Effectively resolve system issues remotely, upgrade systems remotely, capture data for engineering remotely.
  • Set up, configure, and utilize testing equipment to complete device set up and system tests.
  • Warranty verification with Dealers/ Customers, including opening cases when needed, replacements, and repairs.
  • Managing group performance and priorities.
  • Mentor to the tech support team.
  • Tasking tickets and projects, monitoring and assisting as needed.

EDUCATION AND EXPERIENCE:

  • Minimum 4-year technical degree in electronics or related field.
  • Understanding of network components and RF radio systems.
  • Minimum of five years of experience in successfully managing a team of associates for in-field customer problem resolutions of radio system equipment, such as EF Johnson.

COMPETENCIES:

  • Proven leadership abilities with a team of technical support associates.
  • Effective communication and interpersonal skills, both internal and external, written and oral.
  • 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
  • Knowledge of conventional and trunked radio systems is a plus.
  • 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 system implementation.

TRAVEL

  • Up to 40%

EF Johnson Technologies is an Equal Opportunity/AFFIRMATIVE ACTION Employer who values diversity and inclusion in the workplace. It is the policy of this company to provide equal opportunity with regard to all terms and conditions of employment. The company complies with federal and state laws prohibiting discrimination on the basis of sex, race, color, religion, creed, national origin, disability, veteran status, age, sexual orientation, gender identity, genetic information, pregnancy, or any other protected characteristic.

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