Technical Support Representative
Icom America Inc
Corporate Office – Kirkland, WA, US
4d ago

Icom America Careers

POSITION TITLE : Technical Support Representative JOB CLASSIFICATION : Full-time, Non-Exempt REPORTS TO : Technical Service Manager LOCATION(S) : Corporate Office Kirkland, WA

PRIMARY FUNCTION :

Provide technical support for all Icom communications products including radios, networked products, and accessories. Work as part of our Technical Support staff in the Kirkland, Washington office.

This person will interface with customers, sales representatives and dealers in a professional and positive manner to answer technical questions.

Electronic device service and repair experience is a benefit. Have technical knowledge two-way radio applications and basic networking knowledge.

Provide programming and application expertise in Icom channel products. Exceed customer expectations when handling inquiries.

DUTIES AND RESPONSIBILITIES :

  • Must be highly curious and ready to learn something new about our technology every day.
  • Respond effectively, efficiently and clearly to inquiries from dealers / sales / customers via phones, email, and face to face.
  • Respond within expected parameters with any necessary follow-up.

  • Support assigned sales efforts by providing technical advice on all Icom product applications, both RF and IP related.
  • Perform field service occasionally to troubleshoot technical issues.

  • Attend outside events as technical expert when requested.
  • 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.
  • 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.

  • Assist with beta testing of firmware, software, and hardware.
  • Expand working knowledge of additional product lines to provide additional support to team members.
  • Prepare professional training presentations using PowerPoint and other Microsoft Office applications and present these in a professional manner.
  • Perform other duties as assigned.
  • KNOWLEDGE AND SKILLS :

  • Experience providing technical customer service on Icom radio and IP products in a high-volume phone support atmosphere.
  • The preferred applicant will have a working knowledge of two-way radio communication equipment and associated applications.

  • Basic electronics knowledge and / or on the job experience.
  • Hands-on expertise in general IP Networking including WLAN applications, routers, WiFi access points and the troubleshooting of these systems.
  • Preferred RF experience in Land Mobile, Marine, Avionics, and Amateur radios 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.
  • Must have ability to motivate and excite customers, dealers, distributors and associates on the product line.
  • Able to perform accurate data entry at a minimum 30wpm for logging customer concerns. Advanced Microsoft Office skills including Word, Excel, PowerPoint and Outlook necessary.
  • General knowledge and experience with.

  • Thoroughness and attention to detail a must.
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