Fire Apparatus Technical Support Representative

Summary Of Job Responsibilities

The Technical Support Representative will provide technical assistance and information to customers, both external and internal, regarding IDEX Fire and Safety products. This assistance can range from product selection or application guidance to operational troubleshooting.

• Absorb and respond to customer inquiries via phone, email, and in-person.
• Process Return Material Authorizations (RMAs) promptly.
• Manage Tech Support cases in the Customer Relationship Management (CRM) system and serve as a backup for Customer Service cases when necessary.
• Collaborate with engineering and manufacturing teams to share customer information.
• Support product management by providing technical support requests to Product Managers, Engineers, and others.
• Provide customers with product advisories, announcements, or other technical data to ensure world-class customer satisfaction.
• Work in a challenging, fast-paced, and demanding yet rewarding customer service environment where the work can save lives and property.
• Must have the ability to work with limited supervision and meet time-bound objectives and quality targets.
• Occasionally travel for work, approximately 10% of the time.

Education And Experience

Associates Degree or military experience with MOS and Avionics or Electronics is desirable. Experience in the Fire Suppression Industry is desired. Experience with electrical control systems, PLC, multiplex systems, industrial control systems, heavy-duty mobile equipment, J1939, and familiarity with Class 1, Hale, Akron Brass, Weldon, a division of Akron Brass, and HURST products is preferred. Knowledge of ERP and CRM systems and proficiency in Microsoft Office Suite are also required.

Physical Demands

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 the ability to adjust focus.

Work Environment

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.

Total Rewards

The compensation range for this position is $48,000.00 - $72,000.00, depending on experience. This position may be eligible for a performance-based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: here.

Equal Opportunity Employer

IDIEX is an Equal Opportunity Employer. We give consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.