TITLE: Technical Support Specialist – I
Basic Purpose and Principal Responsibilities:
Reporting to the Manager of Technical Services, will provide technical information and diagnostic support with respect to the repair and maintenance of Kenwood Land Mobile 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.
Working Relationships:
Reports to the Manager of Technical Services, having daily interactions with dealer accounts and manufacturers’ sales representatives. Interacts moderately with Repair Depots, Sales, Order Desk, and Tuning personnel.
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:
- Works in general maintenance environment. Some travel by air and automobile
- 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.
JVCKENWOOD USA is an Equal Opportunity/AFFIRMATIVE ACTION Employer that values diversity and inclusion in the workplace. It is the policy of this company to provide equal opportunity with regard to all terms and conditions of employment. The company complies with federal and state laws prohibiting discrimination on the basis of sex, race, color, religion, creed, national origin, disability, veteran status, age, sexual orientation, gender identity, genetic information, pregnancy, or any other protected characteristic.