Fire Apparatus Technical Support Representative

HALE PRODUCTS, INC.; Ocala (FL); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement savings program

PTO

Job summary

HALE PRODUCTS, INC. is seeking a Technical Support Representative in Ocala, Florida. This role involves providing technical assistance to customers, managing support cases, and troubleshooting products. A focus on customer satisfaction is paramount, with responsibilities that span from direct communication to collaboration with engineering teams.

Preferred candidates will have an Associate's Degree or relevant military experience, particularly in the Fire Suppression Industry. The compensation range for this position is between $48,000 and $72,000, along with a performance-based bonus plan.

Qualifications

• Must possess an Associate’s Degree or equivalent military experience.
• Desirable candidate should have mechanical aptitude and ability to diagnose issues.
• Knowledge of electrical control systems and PLCs is preferred.

Responsibilities

• Assist customers in troubleshooting technical issues over various communication channels.
• Manage technical support cases in CRM and assist Customer Service as needed.
• Provide product advisories and technical data to achieve customer satisfaction.

Skills

Technical troubleshooting

Customer service

Communication skills

Electrical control systems

Proficiency with Microsoft Office Suite

Education

Associate’s Degree or Military experience

Experience in the Fire Suppression Industry

Tools

CRM systems

ERP systems

Job description

Idex is a special place to build or grow your career, whether you are an experienced professional, a recent college graduate, or somewhere in between. You can apply your existing skills and learn new ones in an environment where you can make an impact.

With opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses worldwide, chances are that we have something special for you.

Summary of Job Responsibilities

The Technical Support Representative will be the primary contact for customers, both external and internal, providing technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for our products.

Duties and Responsibilities

• Assist 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 RMAs in a timely manner and 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.
• Support the product management function and work closely with the 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 needed to achieve world-class customer satisfaction.
• Must embrace a challenging, fast paced, demanding yet rewarding customer service environment where the work you do can save life and property.
• The ability to work with limited supervision and a proven record of meeting time-bound objectives and quality targets.
• Ability to travel intermittently as needed – 10%
• All other 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, 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

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to sit and talk or hear, walk and use hands to handle or feel, occasionally stand, climb or balance, stoop, kneel, crouch or crawl, and 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 include close vision and ability to adjust focus.

Work Environment

The work environment may occasionally expose the employee to wet and/or humid conditions, moving mechanical parts, outside weather conditions and vibration. Noise level 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: https://www.idexcorp.com/careers/our-benefits-and-rewards/.

Equal Opportunity Employer

Idex gives consideration 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 category protected by law.

Job Family and Business Unit

Job Family: Sales
Business Unit: Hale