Technical Support Specialist 1

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Full Time Technical Irving, TX, US

5 days ago Requisition

Salary Range: $50,000.00 To $60,000.00 Annually

Technical Support Specialist I

Reports to the Manager of Technical Services and is responsible for providing technical information and diagnostic support with respect to the repair and maintenance of Kenwood Land Mobile radio products.

** This position is full-time in-office (Irving, TX) **

Major Duties:

• Provide Technical Support to dealers, service centers, manufacturers' sales representatives, sales staff, order desk, and tuning personnel. Technical Support consists of:
  • Answering customer calls and opening service tickets.
  • Giving an explanation of product features, functions, and specifications found in brochures, manuals, and help screens in both written and verbal formats.
  • Giving an explanation of product programming, variations of programming to meet end-user custom requirements, and troubleshooting programming data file problems. Variations of programming and troubleshooting are self-taught based on experience with the product and the software in both written and verbal formats.
  • Giving an explanation of product configurations based on labor instructions and manuals.
  • Giving an explanation of product compatibility with other manufacturers’ products. This knowledge will come from hands-on experience.
  • Use of our products and test equipment for duplication of the problem, or by using statistics, to provide evidence of any potential quality issue.
  • Work with end users and dealers to collect data, duplicate issues, and correct issues related to our product and the entire system.

Knowledge and

Skills:

• AA degree in electronics or 4 years of technical experience will be accepted in lieu of education.
• 4+ years of knowledge in troubleshooting techniques.
• Knowledge of land mobile radio (LMR) Subscribers and two-way radio systems
• In-depth technical knowledge of Kenwood and competitor products.
• Analytical skills to troubleshoot and conduct testing to determine when potential quality issues may be present in Kenwood products.
• Experience with RF test equipment and soldering equipment.
• Hand skills to use soldering equipment and common hand tools such as tweezers, screwdrivers, and needle-nose pliers.
• Customer relations experience and skills.

Problem Solving and Decision Making:

• Corrects end-user and dealer misinterpretations of product features, functions, and specifications.
• Decides when the product is working, is broken and in need of repair, or contains a potential quality issue that requires factory correction.
• Handles dealer disputes related to warranty and repair.
• Handles dealer complaints related to Order Desk and Tuning Department mistakes or misinformation.
• Intervenes between repair depots and dealers to authorize special repairs or unique requests.

Working Conditions & Travel:

• Works in general maintenance environment.
• Duties and responsibilities performed normally require physical requirements including exposure to dirt, fumes, and noise. Work may require a considerable amount of bending, stooping, squatting, and lifting of materials up to 70 pounds.
• Some domestic travel may be required (