Fire Apparatus Technical Support Representative

HALE PRODUCTS, INC.; United States; On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

PTO

Job summary

HALE PRODUCTS, INC. is looking for a Technical Support Representative to assist customers by providing technical information and troubleshooting for IDEX Fire and Safety products. The role includes managing Tech Support cases, working closely with engineering and providing product advisories to enhance customer satisfaction.

The ideal candidate should have an Associates Degree or military experience, alongside experience in the Fire Suppression Industry and proficiency in CRM systems. The compensation is between $48,000 - $72,000 based on experience, with additional performance-based bonuses.

Qualifications

• Associates Degree or Military experience with MOS and Avionics or Electronics desirable.
• Experience in the Fire Suppression Industry desired.
• Experience with PLC and industrial control systems preferred.

Responsibilities

• Assist customers in troubleshooting IDEX Fire and Safety products.
• Manage Tech Support cases in CRM.
• Support Product Managers and Engineers with technical requests.

Skills

Troubleshooting

Presentation skills

Customer service

Technical support

Education

Associates Degree in a technical field or Military experience

Tools

Microsoft Office Suite

ERP and CRM systems

Job description

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

Summary Of Job Responsibilites

The Technical Support Representative will provide to customers, both external and internal, a primary contact for the exchange of 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 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.
• 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 a need in order to provide 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. 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, Multi plex 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 desire.
• Knowledge of ERP and CRM systems
• Proficient in Microsoft Office Suite

PHISICAL 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

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: https://www.idexcorp.com/careers/our-benefits-and-rewards/

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.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

This posting is for an existing vacancy. Artificial intelligence is not used to screen, assess or select applicants.

Job Family: Sales

Business Unit: Hale