Product Support Technician

Job Title: Product Support Technician

Department: Product Support group / Engineering Department

FLSA Status: Nonexempt

Wage: $38/hr~$40/hr

Hours: 8:00-17:00 or 9:00-18:00

Location: Secaucus, New Jersey

Summary

The Product Support Technician is a technical engineer with a high level of product knowledge and general audio theory in the Product Support Group (PSG). This position ensures customer satisfaction through daily interaction with customers using written and verbal communication to provide the individual’s accumulated engineering know-how to audio system solutions. The Product Support Group provides timely and accurate support to clients and other departments within the company so that the company achieves its annual goal.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• The primary responsibility of the Product Support Group is to provide accurate and timely technical support to dealers, consultants and end users related to the selection, operation and troubleshooting of the products and provide the company based solutions for customers. The position will provide computer and network support for the company’s infrastructure where appropriate.

• The position requires involvement with training, technical writing, market research, product development and tradeshows.

• Carry out RMA-related procedures in collaboration with other departments and 3rd party repair center on timely manner.

• Must demonstrate clear verbal and written communications skills using MS Office and Power Point and possess the ability to explain complex concepts in simple language.

• The position may require travel an estimated 5% of the time. This may include visits to end-user sites, consultation and technical training for clients, tradeshows & training events.

• Works toward the successful achievement of the company’s sales and profit goal across the territory (USA and Latin America) from the perspective of the Engineering Department.

• Maintains and improves professional and technical knowledge to provide ideal solutions to customers.

• Cooperates with colleagues in other departments to meet the corporate objectives and customers’ expectations.

• Prepares reports as needed.

Supervisory Responsibilities

This job has no supervisory responsibilities but does serve as a coach and mentor for other positions in the department.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Education and/or Experience :

Bachelor’s degree or equivalent experience in the field. At least 3 years of related experience required.

2. Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organizations.

3. Mathematical Skills

Ability to apply mathematical concepts related to signal measurements and acoustical measurement principles.

4. Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished written, oral, diagram, or schedule form.

5. Computer Skills

To perform this job successfully, an individual should have working knowledge of design tools, including 2D AutoCAD, manufacturer’s speaker coverage software; 3D acoustical modeling software (EASE 5.3); Network troubleshooting software (Wireshark); Spreadsheet software (MS Excel); Word Processing software (MS Word); Presentation software (MS PowerPoint); etc.

6. Certificates, Licenses, Registrations

NICET Audio, CTS-I or CTS-D preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock and vibration. The noise level in the work environment is usually moderate.

Other Skills and Abilities

Technical and Conversational Fluency in Spanish is a big plus.

Other Qualifications

Domestic and/or International Travel may be required (up to 5%)

Valid driver’s license and no major driving violations.

Drug test

90-day probation period

Benefit：

• Health, Vision, Dental Insurance (100% paid for employee, 50% for eligible family members)

• 401k: Eligible after 6 months of employment. Match up to 6%

• PTO: Eligible after 3 months of employment (10 days ~)

• Other benefit: LONG TERM DISABILITY, LIFE AND ACCIDENTAL DEATH AND DISMEMBERMENT PLAN & COBRA Insurance