What are the responsibilities and job description for the Radio Frequency Technician position at Optimize Search Group?
Job Title: RF Technical Support Specialist
Location: Irving, TX (100% On-Site)
Travel: 1 - 2 times a year
Duration: Direct Hire
Job Summary:
The Technical Support Specialist is responsible for troubleshooting technical issues, providing timely customer feedback, and supporting the rollout of new applications. This role requires direct customer interactions and written documentation, necessitating excellent communication skills.
Essential Functions:
- Identify and resolve customer issues by quickly diagnosing problems.
- Troubleshoot technical faults, repair hardware/software issues, and provide effective solutions.
- Guide customers through a series of actions to resolve their problems efficiently.
- Deliver professional and accurate customer support via phone, email, letters, onsite assistance, and technical inquiries.
- Document customer interactions, concerns, and suggestions for internal reporting.
- Collaborate with internal departments to relay customer feedback and field information.
- Oversee the entire cycle of customer inquiries from research and resolution to proactive follow-ups.
- Stay up to date on new products, field changes, advisories, and relevant technical updates.
- Evaluate and test new features, software, and technologies.
- Provide technical support during the rollout of new software releases.
- Make sound decisions in emergency situations, escalating issues when necessary.
- Document field technical activities, including performance assessments, troubleshooting reports, and customer satisfaction feedback.
- Maintain expertise in system applications, installation, operations, diagnostics, and maintenance.
- Track, report, and maintain timelines for ongoing projects.
- Establish and uphold strong internal and external communication for credibility and teamwork.
- Address customer complaints professionally, escalating when appropriate.
- Exhibit professional behavior, teamwork, urgency, independent judgment, and integrity.
- Support, diagnose, program, and configure two-way radio system components, including P25, NexEdge, Kiros, and Analog LMR systems.
- Interpret circuit, wiring, and system schematics.
- Remotely resolve system issues, upgrade systems, and collect data for engineering.
- Set up and configure testing equipment for system diagnostics and testing.
- Verify warranty claims, process case openings, and manage replacements and repairs.
