About this role

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 as needed to provide world class customer satisfaction

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, 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 desire
Knowledge of ERP and CRM systems
Proficient in Microsoft Office Suite

Fire Apparatus Technical Support Representative

Key skills