Scope, Duties & Responsibilities

SCOPE

Serve as the company representative to customers at field locations. Responsible for promoting and maintaining positive customer relations, and responding to inquires and resolve problems by researching status of order for repair, return, or field servicing. Provide support to the Sales & Marketing Department by performing various technical support duties for customers and internal Datron World Communications (DWC) departments. Perform system configuration, integration, and test of demo equipment; conduct field demonstrations at customer locations. Prepare training course lesson plans pertinent to company products and services. Prepare and conduct technical training classes, covering product operation and maintenance down to the depot level. Provide customer support activities that include inquiries and problem solving of technical issues. Conduct on-site installation and repair of customer equipment as needed. Examines warranty claims and handles customer returns and exchanges. Perform complex technical tasks in electronic systems. Conduct tests and detailed experimental testing, to aide engineering in solving complicated mechanical or electronic problems involved in the operation tactical radio products.

DUTIES and RESPONSIBILITIES

1. Servant Leadership Character & Behaviors
   1. Exemplify Servant Leadership Abilities
   2. Demonstrate the ability to devote themselves to serving the needs of organization members with the commitment to Company's core values and operating philosophies. 
2. Marketing and Sales – answer questions on product and configuration issues.
3. Customers – resolve technical issues by phone and e-mail on a daily basis while at the factory; provide customer field support as needed.
4. Perform operator, Intermediate and Depot level training (at DWC or On-Site).
5. Prepare training lesson plans maintain all training materials, and ensure proper filing of training records.
6. Evaluate and perform testing on demo orders for shipment – create the equipment list for the demo system, integrate and test the entire system.
7. Support demos in the field, or in the factory, as needed.
8. Perform field upgrades to equipment, and troubleshoot and repair customer equipment to component level in the field (as needed).
9. Perform on-site equipment installations as needed.
10. Perform other duties as assigned.
11. Adhere to DWC ISO 9001:2000 Quality Systems.
12. Adhere to all DWC policies and procedures including work rules, safety standards and departmental operating procedures.
13. Perform periodic Operational Test and Evaluation (OT&E) as part of Datron’s field testing process.

Qualifications

The following are guidelines that may be used as a reference of knowledge, skills, and/or ability to perform this job:

• Able to travel extensively worldwide up to 30% of the time,
• Possesses analog, digital, RF Theory, and application skill set,
• Must have working knowledge of RF tactical radio equipment and systems,
• Ability to read and interpret schematic diagrams,
• Able to create a well defined, disciplined process,
• Requires the ability to learn quickly, work at a faster than average pace, be thorough, and detail oriented,
• Effective communication skills: interpersonal, written and verbal,
• Must have ability to train and coach others as needed,
• Reflects positive leadership skills,
• Knowledge of Mobile Adhoc Networks (MANET) & basic IT systems is a plus,
• Previous military experience preferred.

SALARY RANGE: $69,000 to $85,000 annually