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Icom America - 2 way radios

Icom America Careers

POSITION TITLE: Technical Support Representative
JOB CLASSIFICATION:   Non-Exempt
REPORTS TO:   Technical Service Manager
LOCATION:   Mount Laurel, NJ

PRIMARY FUNCTION

Icom America believes that customer satisfaction starts with great technical support. The Technical Support Representative provides technical support to our internal and external customers. As a TSR you will interface by phone, email, and face-to-face with customers, sales representatives, and dealers to present a professional and positive answer to technical questions and to configure systems. A TSR will develop expertise and provide training on ICOM channel products and third-party product integration to exceed customer expectations.

DUTIES AND RESPONSIBILITIES

  1. From our office in New Jersey, will provide technical support for ICOM’s radio and IP products through phone, email and face-to-face, by answering inquiries from dealers and customers. Must respond within expected parameters with any necessary follow-up.

  2. Support assigned sales efforts by providing technical advice on all ICOM product applications, both RF and IP related. Occasionally, may perform field service visits to troubleshoot technical issues.

  3. Be able to gather information and troubleshoot ICOM product issues via phones, emails, or directly and clearly communicate solutions back to the customer in a positive and professional manner.

  4. Program, modify and/or align functioning ICOM products.
    • Interpret sales order; determine necessary modifications for requested options.
    • Ensure requested options are compatible with equipment.
    • Program equipment as necessary.
    • Provide quality assurance checks to ensure that modified equipment is in good working order.

  5. Will assist with testing of new ICOM products and customer concerns by following scientific methods of testing.

  6. Must be willing to continually expand ones knowledge by practicing and testing with our products.

  7. Prepare professional training presentations using PowerPoint and other Microsoft Office applications and be able to present these in front of our customers or classes.

  8. Perform other duties as assigned.

QUALIFICATIONS

  • Must have a strong working knowledge of two-way radio communication equipment in a commercial environment and associated applications.

  • Prefer either formal training or on-the-job training in electronics and applications as it relates to radio frequencies.

  • Hands-on expertise in general IP Networking including WLAN applications, routers, access points and the troubleshooting of these systems.

  • 1-2 years field service and/or training in Land Mobile, Marine, Avionics or comparable technical field.

  • Excellent interpersonal, verbal and written communication skills required. Ability to diffuse frustrated customers and leave them with the sense that “ICOM cares” is critically important.

  • Able to perform accurate data entry at a minimum 30wpm for logging customer concerns. Microsoft Office skills including Word, Excel, PowerPoint and Outlook necessary.

  • Preferred 1-2 years’ experience as a licensed active Amateur Radio Operator a plus. GROL license desired.

EDUCATIONAL REQUIREMENTS

High School Diploma or equivalent.

 

 

ABOUT ICOM AMERICA

Founded in 1979, Icom America is part of the ICOM Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations to jobs@icomamerica.com.

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