Technical Customer Support Rep II

Key Responsibilities

• Provide technical troubleshooting support for Flash, ITL, Sabik, Avlite, and Sealite products
• Document all technical support interactions and maintain accurate case records
• Process service records, RMAs, and sales orders in SAP
• Maintain and update TOM database records and support ticketing
• Respond to or escalate customer inquiries within one business day
• Develop and maintain product knowledge across AtoN product lines
• Aid with new product development initiatives
• Build effective cross-functional relationships
• Communicate professionally with customers and internal teams
• Complete biannual product knowledge assessments
• Report obsolete systems and identify potential sales opportunities
• Escalate quality trends and urgent customer issues

Qualifications

• Minimum 1 year of experience in technical support or customer service
• PREFERRED: 3+ years of relevant experience
• Experience in telecommunications, airfield, or related industries

Skills & Competencies

• Strong customer communication skills
• Proficiency with SAP or ERP systems
• Advanced Microsoft Office skills
• Technical or electronics background
• Analytical and problem-solving abilities
• Attention to detail and sense of urgency
• Knowledge of Lean or Six Sigma methodologies

Benefits

• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

How We Live Our Culture

We know that the well-being of our employees is integral. Our benefits include:

• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realise their fullest potential.