Fire Apparatus Technical Support Representative

Summary Of Job Responsibilites

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 vary from product selection or application guidance to operational troubleshooting.

Duties And Responsibilities

• Absorb 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.
• 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 to ensure world-class customer satisfaction.
• Must embrace a challenging, fast-paced, demanding yet rewarding customer service environment where the work done can save lives and property.
• The ability to work with limited supervision.
• A proven record of accomplishment by meeting time-bound objectives and quality targets.
• Ability to travel intermittently as needed – 10%.
• All other duties as assigned.

Education And Experience

• 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, multiplex 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.

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 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 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.

IDEX is an Equal Opportunity Employer

IDEX gives 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.