Fire Apparatus Technical Support Representative

IDEX; Ocala (FL); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement savings program with company match

Paid time off (PTO)

Job summary

IDEX is seeking a Technical Support Representative in Ocala, Florida, to provide technical assistance for Fire and Safety products. You will assist customers via phone, email, and in-person, performing duties such as troubleshooting, presentations, and managing technical cases.

Eligible candidates should have an Associate's degree or military experience in Avionics or Electronics. The salary range is competitive, and a performance-based bonus may be available.

Qualifications

• Experience in the Fire Suppression Industry desired.
• Experience with PLC, multiplex systems, and industrial control systems preferred.
• Mechanically inclined with an ability to diagnose issues quickly.

Responsibilities

• Assist customers in troubleshooting IDEX Fire and Safety products.
• Give presentations and training to both internal and external customers.
• Manage Tech Support cases in CRM.
• Support the product management function.

Skills

Repair and diagnostics

Customer service

Technical presentations

Electrical control systems

Microsoft Office Suite

Education

Associate's degree or military experience with MOS in Avionics or Electronics

Job description

SUMMARY OF JOB RESPONSIBILITIES

The Technical Support Representative will serve as a primary contact for the exchange of technical assistance and information with both external and internal customers. Assistance ranges from product selection or application guidance to operational troubleshooting for IDEX Fire and Safety products.

DUTIES AND RESPONSIBILITIES

• Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person.
• Speak or give presentations and training to both internal and external customers.
• Process RMAs in a timely manner.
• Process warranty and 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.
• Support the product management function and work closely with Service and Quality Assurance departments.
• 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 achieve world‑class customer satisfaction.
• Operate effectively in a fast‑paced, demanding yet rewarding customer service environment where the work can save lives and property.
• Work with limited supervision and meet time‑bound objectives and quality targets.
• Travel intermittently as needed (up to 10%).
• Perform additional duties as assigned.

EDUCATION AND EXPERIENCE

• Associate’s 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, and industrial control systems preferred.
• Experience with heavy‑duty mobile equipment.
• Experience with J1939.
• Mechanically inclined with an ability to diagnose issues quickly.
• Familiarity with Class1, Hale, Akron Brass, Weldon (a division of Akron Brass), and HURST products desired.
• Knowledge of ERP and CRM systems.
• Proficiency with Microsoft Office Suite.

PHYSICAL DEMANDS

The employee must sit and talk or hear regularly, walk and use hands to handle or feel, and occasionally stand, climb, balance, stoop, kneel, crouch, or crawl. The employee regularly lifts and/or moves up to twenty‑five pounds and occasionally up to fifty pounds. Close vision and the ability to adjust focus are required.

WORK ENVIRONMENT

The work environment may involve wet, humid conditions, moving mechanical parts, outdoor weather, and vibration. Noise levels are usually low to moderate typical of an office, but occasional work may require hearing and eye protection.

TOTAL REWARDS

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

BENEFITS PACKAGE

• Health benefits.
• 401(k) retirement savings program with company match.
• Paid time off (PTO).
• Other benefits as described on the company benefits page.

EEO STATEMENT

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.