Technical Support Representative

The Technical Support Representative II will support the RF Technologies products and customer base via phone communication. This individual will apply basic skills, and develop advanced skills through mentoring by a higher ranking Technical Support Representative to understand proper procedures, customized computer software, utilizing commissioning techniques, tools, materials and / or equipment appropriate to company necessities.  This individual will also work with higher Technical Support Representatives to develop and provide to the customer detailed reports to support and identify system integrity through system diagnosis via phone and remote diagnostic tools.

 

This candidate will assist more experienced personnel in commissioning and diagnosing problems, conduct commissioning preventive maintenance, installation and servicing of RF systems (including detailed troubleshooting of systems).  This position requires knowledge of controls systems, networking of systems, security systems, site preparation, and peripheral equipment installation and servicing techniques.  The list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary.  Essential Duties and Responsibilities:Maintains customer (internal and external) rapport through use of proper business etiquette. Responsible meeting all team goals established by manager, such as closing open RMA’s and incidents in a timely fashion. Display a complete understanding and follow through of all Technical Support and RFT policies and procedures. Establish rapport with existing customers with follow-up calls. Troubleshoot and repair RFT products down to component level. Complete all required proper paperwork and/or data entry including service calls and system commissioning reports, RMA’s, technical call-ins. Produce written documentation to customers regarding explanation of repair calls, or service provided. Report quality related issues to both Manager and Quality Manager. Resolves routine questions and issues, and additionally handle more complex escalations. Complete all ClarityNet training courses as required by the Company. This individual will work under supervision and will select from written/verbal instructions and established procedures to accomplish assigned tasks.  Work with higher ranked Service and Support TechnicianService Representatives to learn and provide as built drawings of field changes and discrepancies for design corrections and drawings. Compiles job documentation, such as certificate of completion, customer training forms, training certificates and punch lists. Continued extensive self-study (reading, research and practice) to improve and maintain technical proficiency in company's product lines. Display the ability to teach both customers and team members on at least one product line. Communicates and integrates with the sales team, to support the growth in all areas of RF Technologies, Inc. business offerings. Will be required to be on rotational call to provide telephone assistance during non-standard working hours. All other activities and additions as prescribed by management.

 

 Education and/or Experience Effective interpersonal skills to properly represent RF Technology Inc. to customers and other outside contacts.  Ability to explain technical information to non-technical people.  Leadership skills to coordinate the activities of other Commissioning Service Technicians on a job site.  PC experience required and the ability to program software. Demonstrates ability in troubleshooting electronic systems, software, computer systems and installation related errors. Demonstrated PC Troubleshooting, Operating system troubleshooting. Demonstrated ability to handle 30% or greater customer calls without the need to escalate. Demonstrated ability to work with difficult customers and provide excellent customer service. Has demonstrated good judgment and positive attitude in support of company’s goals and objectives. Effective interpersonal skills to properly represent RF Technologies Inc. to customers and other outside contactors.  Ability to explain technical information to non-technical people.  Excellent verbal and written communication skills. Basic computer skills in a Windows environment. Associates Degree in electronics, computer technology or similar field. Three years experience within the industry. 

RF Technologies is an Equal Opportunity Employer