Technical Support Specialist II

The Technical Support Specialist II role provides technical information and diagnostic assistance for the repair and maintenance of Kenwood Land Mobile products from an in-office position in Irving, TX. The specialist supports dealers and other internal and external stakeholders with troubleshooting, configuration, and product or programming guidance.

Location and Compensation

• Location: Irving, TX (onsite)
• Salary: USD 50,000 to 63,000 per year

Role Responsibilities

• Provide technical support to dealers, service centers, manufacturers’ sales representatives, sales staff, order desk, and tuning personnel.
• Answer customer calls and open service tickets.
• Explain product features, functions, and specifications found in brochures, manuals, and help screens in both written and verbal formats.
• Explain product programming, including variations of programming to meet end-user custom requirements, and troubleshoot issues related to programming data files in both written and verbal formats.
• Explain product configurations based on labor instructions and manuals.
• Explain product compatibility with other manufacturers’ products using hands-on experience.
• Use company products and test equipment to duplicate issues, or use statistics to provide evidence of potential quality concerns.
• Work with end users and dealers to collect data, duplicate issues, and correct issues related to the product and the overall system.
• Address and correct end-user and dealer misinterpretations of product features, functions, and specifications.
• Determine whether a unit is functioning correctly, broken and requiring repair, or may contain a potential quality issue needing factory correction.
• Handle dealer disputes related to warranty and repair.
• Handle dealer complaints related to mistakes or misinformation from the Order Desk and Tuning Department.
• Coordinate between repair depots and dealers to authorize special repairs or unique requests.

Required Qualifications

• Education: AA degree in electronics
• Alternative qualification: 4 years of technical experience accepted in lieu of education
• Experience: 4+ years of knowledge in troubleshooting techniques
• Knowledge of land mobile radio (LMR) subscribers and two-way radio systems
• In-depth technical knowledge of Kenwood and competitor products
• Analytical skills to troubleshoot and conduct testing to determine when potential quality issues may be present in Kenwood products
• Experience with RF test equipment and soldering equipment
• Hand skills to use soldering equipment and common hand tools, including tweezers, screwdrivers, and needle-nose pliers
• Customer relations experience and skills

Technical Skills and Tools

• RF test equipment
• Soldering equipment

Working Relationships

• Reports to the Manager of Technical Services, with daily interactions with dealer accounts and manufacturers’ sales representatives.
• Moderate interaction with Repair Depots, Sales, Order Desk, and Tuning personnel.

Working Conditions

• General maintenance environment
• Some travel by air and automobile
• Exposure to dirt, fumes, and noise
• May require bending, stooping, squatting, and lifting materials up to 70 pounds