Fire Apparatus Technical Support Representative

Overview

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

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.

• 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 as needed 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.
• Ability to work with limited supervision and meet time-bound objectives and quality targets.
• Ability to travel intermittently as needed – 10%
• All other duties as assigned.

• Associates Degree or Military experience with MOS and Avionics or Electronics desirable.
• Experience in the Fire Suppression Industry desired.
• Experience with electrical control systems.
• Experience with PLC, MPlEx systems, industrial control systems preferred.
• Experience with heavy duty mobile equipment.
• Experience with J1939.
• 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 desired.
• Knowledge of ERP and CRM systems.
• Proficient in Microsoft Office Suite.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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.

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.

where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

The compensation range for this position is $44,500.00 - $66,700.00, depending on experience. This position may be eligible for a performance based bonus plan.

Our comprehensive U.S. benefit offerings include:
Health benefits, 401(k)…