Fire Apparatus Technical Support Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Provide assistance to customers in troubleshooting IDEX Fire and Safety products through phone, email, and face-to-face interactions.

• Capable of delivering presentations and training sessions to both internal and external clients.

• Efficiently process Return Merchandise Authorizations (RMA) in a timely manner.

• Handle warranty and non-warranty orders.

• Manage Technical Support cases in the CRM system and serve as a backup for Customer Service cases when necessary.

• Collaborate closely with engineering and manufacturing teams to relay information to customers.

• Support the product management role and work in conjunction with the Service and Quality Assurance departments.

• Address technical support requests from Product Managers, Engineers, and other personnel as required to assist customers.

• Provide customers with product advisories, announcements, or other technical information as needed to ensure exceptional customer satisfaction.

⛳️ Requirements

• An Associate's Degree or Military experience with a focus in Avionics or Electronics is preferred.

• Background in the Fire Suppression Industry is desirable.

• Experience with electrical control systems is essential.

• Familiarity with PLC, multiplex systems, and industrial control systems is preferred.

• Experience with heavy-duty mobile equipment is a plus.

• Understanding of the J1939 protocol.

• Mechanically inclined with a quick ability to diagnose issues.

• Knowledge of Class 1, Hale, Akron Brass, Weldon (a division of Akron Brass), and HURST products is preferred.

• Familiarity with ERP and CRM systems.

• Proficient in the Microsoft Office Suite.

🏝️ Benefits

• Health benefits.

• 401(k) retirement savings plan with company matching.

• Paid Time Off (PTO).

• Performance-based bonus plan.