Helpdesk Support Technician providing technical support and troubleshooting for desktop equipment in a healthcare company. Involves software and hardware issue resolution and deployment of desktop systems.
About the role
- Technical Support Specialist providing troubleshooting and support for Kenwood Land Mobile products. Engaging with dealers and customers by providing technical assistance and training as needed.
Responsibilities
- Provide Technical Support to dealers, service centers, manufacturers' sales representatives, sales staff, order desk, and tuning personnel.
- Technical Support consists of: Answering customer calls and opening service tickets.
- Explaining product features, functions, and specifications found in brochures, manuals, and help screens in both written and verbal formats.
- Explaining product programming, variations of programming to meet end-user custom requirements, and troubleshooting programming data file problems.
- Explaining product configurations based on labor instructions and manuals.
- Troubleshooting our product to the component level using test equipment.
- Troubleshooting techniques and knowledge are based on circuit theory courses and hands-on experience.
- Test potential solutions offered from Communications QA in Japan.
- Create and issue a Quality Report to the Manager of the Department.
- Travel to trade shows, travel to dealer locations to administer training (part-time), and travel to dealer and customer locations for troubleshooting purposes.
Requirements
- An AA degree in electronics or 6 years of technical or military experience will be accepted in lieu of education.
- 6+ years of knowledge in troubleshooting techniques.
- Knowledge of land mobile radio (LMR) Subscribers and two-way radio systems.
- In-depth technical knowledge of Kenwood and competitor products.
- Analytical skills to troubleshoot and conduct testing to determine when potential quality issues may be present in Kenwood products.
- Knowledge of EIA/TIA measurement standards and Military Standards for driven rain and vibration procedures.
- Knowledge of basic IP configurations.
- Experience with RF test equipment and soldering equipment.
- Hand skills to use soldering equipment and common hand tools such as tweezers, screwdrivers, and needle-nose pliers.
- Customer relations experience and skills.
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