Overview In this role you support public safety and government customers by diagnosing and resolving radio system issues, including P25 and analog LMR components. You will guide customers through troubleshooting steps and coordinate with internal teams to deliver timely resolutions. You'll document problems and resolutions, and help roll out new software releases. This position sits in the Technical Service Department, offering hands-on impact on system reliability and customer satisfaction. You'll work with cross-functional teams to ensure high-quality support and knowledge sharing.
Responsibilities- Speak with customers to identify root causes and resolve problems
- Troubleshoot, diagnose, and repair faults in radio systems
- Identify configuration, hardware, and software solutions to resolve issues
- Provide timely, professional customer feedback and guidance
- Document customer interactions and feedback; coordinate with relevant departments
- Maintain knowledge of products, advisories, and field changes
- Test and evaluate new features and technology; support software rollouts
- Set up and configure testing equipment; assist with device and system tests
- Manage multiple cases simultaneously and follow up on resolutions
- Interprets schematics and wiring diagrams; supports remote issue resolution and data capture
- Warranty verification and case management with dealers/customers
- Prepare clear technical reports on field activities and outcomes
- Travel up to 25% as needed
- Collaborate within the team to ensure customer service excellence
- Adhere to delegated authority policies and maintain professional conduct
- Support, diagnose, program, and configure two-way radio system components and related equipment
Key requirements- Minimum 2-year technical degree in electronics or related field
- Basic understanding of network components
- Two years of field customer problem-resolution experience with radio systems (highly desired)
- Familiarity with Zendesk or similar ticket-tracking systems (highly desired)
- Strong written and verbal communication skills
- Ability to read and interpret schematics and system drawings
- Knowledge of electronics, RF principles, testing equipment, and RF testing
- Knowledge of network topologies and protocols
- Familiarity with conventional and trunked radio systems a plus
- Ability to work independently and manage time effectively
- Excellent organizational skills and detailed documentation能力
- Willingness to travel up to 25%
- Effective written and oral communication
- Problem-solving mindset
- Team collaboration
- RF principles
- Radio system troubleshooting
- Schematic interpretation
