Technical Support Representative

4 weeks ago


Ocala, United States IDEX Corporation Full time

Summary

The Technical Support Representative will provide to customers, both external and internal, a primary contact for the exchange of technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for our products.

Essential Functions

Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person.

Able to speak or give presentations and/or training to both internal and external customers

Process RMA’s in a timely manner

Process warranty/non-warranty orders

Manage Tech Support cases in CRM and act as a backup for Customer Service cases when needed

Work closely with engineering, and manufacturing teams to facilitate information with customers

Support the product management function and work closely with the Service and Quality Assurance departments

Provide technical support requests to Product Managers, Engineers, and others as needed to assist the customer

Provide customers with product advisories, announcements, or other technical data a need in order to provide world class customer satisfaction

Must embrace a challenging, fast paced, demanding yet rewarding customer service environment where the work you do can save life and property

The ability to work with limited supervision

A proven record of accomplishment by meeting time bound objectives and quality targets.

Ability to travel intermittently as needed – 10%

All other duties as assigned

Qualifications

Associates Degree or Continued Education in Electronics, Computer Science, or Programming or Military experience with MOS and Avionics or Electronics desirable

Experience with electrical control systems

Experience with PLC, Multi plex systems, industrial control systems preferred

Experience with heavy duty mobile equipment

Experience with J1939

Experience in the Fire Suppression Industry desired

Mechanically inclined with an ability to diagnose issues quickly

Familiarity with Class 1, Hale, Akron Brass, Weldon, a division of Akron Brass, and HURST products

Language skills

Proficiency in English

Computer Skills:

Knowledge of ERP and CRM systems

Proficient in Microsoft Office Suite

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to handle or feel. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to twenty-five pounds and occasionally lift and/or move up to fifty pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

While performing the duties of this position, the employee may be occasionally exposed to wet and/or humid conditions; moving mechanical parts; outside weather conditions and vibration. The noise level in the work environment is usually low to moderate typical of an office with occasional work requiring hearing and eye protection.

The above statements reflect the general details necessary to describe the principal functions of the job and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?



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