Technical Support Specialist

3 days ago

Irving, Texas, United States EF Johnson Technologies Inc. Full time
Job Title: Technical Support Specialist

EF Johnson Technologies Inc. is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for troubleshooting technical issues, providing timely customer feedback, and supporting the roll-out of new applications.

Key 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 to facilitate problem resolution via telephone, email, letter, onsite 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 feature, software, product, and technology.
  • Supporting the roll-out of new software release.
  • 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 insure excellent customer service and adherence to policies and procedures. Following corporate delegated authority policies for all required signatures.
  • Effectively functioning as team member within 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, NexEdge, Kiros, and Analog LMR systems.
  • Interpreting circuit, wiring, and system diagrams or schematics.
  • Effectively resolving system issue remotely, upgrading systems remotely, capturing data for engineering remotely.
  • Setting up, configuring, and utilizing testing equipment to complete device set up and system tests.
  • Warranty verification with Dealers/Customers, including opening cases when needed, replacements, and repairs.
Requirements:
  • Minimum 2-year technical degree in electronics or related field.
  • Basic understanding of network components.
  • Two years of experience in successfully managing in-field customer problem resolutions of radio system equipment, such as EF Johnson's.
Competencies:
  • 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.
  • Effective communication and interpersonal skills, both internal and external, written and oral.
  • Proven ability to manage time effectively.
  • Excellent organizational and technical skills.
  • Ability to produce accurate and detailed documentation and reports relating system implementation.

EF Johnson Technologies Inc. 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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