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Technical Service Engineer

2 months ago

Irving, Texas, United States EF Johnson Technologies Inc. Full time
Job Description

EF Johnson Technologies Inc. is 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 EF Johnson and KENWOOD brands.

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

Key Responsibilities:

  • Troubleshoot Technical Issues: Identify and resolve technical problems with our products and systems.
  • Provide Timely Customer Feedback: Communicate effectively with customers to provide timely and accurate feedback on their issues.
  • Support New Application Roll-outs: Assist in the roll-out of new applications and ensure a smooth transition for customers.
  • Excellent Communication Skills: Possess excellent written and verbal communication skills to effectively interact with customers and internal teams.
  • Problem-Solving: Analyze and resolve complex technical issues in a timely and professional manner.
  • Collaboration: Work closely with internal teams to ensure effective communication and collaboration.
  • Knowledge Management: Maintain up-to-date knowledge of new products, field changes, advisories, and other product and customer information.
  • Testing and Evaluation: Test and evaluate new features, software, products, and technology to ensure quality and effectiveness.
  • Emergency Situations: Use judgment and take necessary actions to achieve primary objectives in critical emergency situations.
  • Documentation and Reporting: Effectively document and report on field technical activities, including system performance, failure analysis, problem resolution, technical deliberations, and reconciliations.
  • System Expertise: Maintain and improve well-rounded system expertise and knowledge, including applications, system construction, installations, operation, troubleshooting, diagnostics, and maintenance.
  • Project Management: Manage multiple cases simultaneously and execute special assignments and projects as directed.
  • External and Internal Communications: Establish and maintain effective external and internal communications, exhibiting the highest level of credibility with co-workers and customers.
  • Customer Service: Act as the initial contact for customers, handle customer complaints, and forward to managerial staff as appropriate.
  • Sound Judgment: Exercise sound judgment and elevate issues as required to ensure excellent customer service and adherence to policies and procedures.
  • Teamwork: Function effectively as a team member within the Technical Service Department.
  • Technical Support: 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.
  • Interpretation: Interpret circuit, wiring, and system diagrams or schematics.
  • Remote Support: Resolve system issues remotely, upgrade systems remotely, capture data for engineering remotely, and set up, configure, and utilize testing equipment to complete device setup and system tests.
  • Warranty Verification: Verify warranties with dealers/customers, including opening cases when needed, replacements, and repairs.

Requirements:

  • Education: Minimum 2-year technical degree in electronics or a related field.
  • Experience: Two years of experience in successfully managing in-field customer problem resolutions of radio system equipment, such as EF Johnson's.
  • Skills: Familiarity with trouble ticket tracking applications, effective communication and interpersonal skills, 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, and knowledge of conventional and trunked radio systems.