Technical Support Group Specialist

Monday – Friday 1st shift

Supports: All Internal/External Whelen Staff, AMSR’s, Distributors and end users

Responsibilities: Answer Q-line calls, Record Calls in Salesforce, report issues through the ESD system, be the Subject Matter Expert (SME) in Various inter-departmental meetings

Technical Support Specialist Job Duties:

  • Be able to handle/resolve customer issues regarding
    • Whelen Created Documentation
    • Whelen Created Hardware
    • Whelen Created Software
  • Ability to work independently
  • Manage expectations of the customer for all markets
  • Develop ongoing relationships with AMSR’s, major end users, and distributors
  • Educate customers on operation of Whelen products
  • Work with all departments as needed to resolve technical product issues
  • Contribute to the Technical Support Group efforts by accomplishing related tasks as needed
  • May lift up to 45 pounds (additional weight with assistance)
  • Use best efforts to represent Whelen in a professional manner
  • Knowledge of Whelen Product
  • Knowledge of Whelen Developed Software (OJT as needed)
  • Knowledge of Microsoft Office suite
  • Knowledge of WIM (OJT as needed)
  • Knowledge of Salesforce (OJT as needed)
  • This list is not all inclusive and additional job duties may be assigned
  • Basic understanding of 12-volt automotive electronics

Hours:

Minimum work week of 40 hours or whatever it takes to get the job done.

Education and Experience

  • Customer service experience, ability to provide positive experience for customers
  • Good understanding of Whelen products, customer base, and all markets
  • Good understanding of Whelen software and IOT (Internet of things)
  • Excellent verbal and written communication skills required

 

All Employees Shall:

  • Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements
  • Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment, to ensure prompt resolution of potential hazards
  • Attend scheduled EH&S training program
  • Actively support the organization’s efforts to meet or exceed EH&S goals and plans
  • Recommend improved EH&S practices
  • Must be able to communicate effectively with co-workers, supervisors, and third parties. This ability to communicate requires the employee to be conversant in English as the majority of our workforce and the third parties that we encounter only speak English
  • The incumbent is responsible for complying with the policies in Whelen’s “Employee Handbook”

This Job Description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company’s discretion. Nothing in this position description changes or is intended to change the employment at-will relationship with the Company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.

Benefits

Medical / dental / vision

Disability &
Life insurance

Paid Time Off
(PTO)

Paid Holidays

Discretionary Bonus

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