The Customer Service Technician provides technical assistance, repair, maintenance, and training for all Troll Systems products and services. (THIS IS NOT A COMPUTER SOFTWARE OR AN IT POSITION)
Essential functions and responsibilities:
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator issues with data link systems
- Installs or assists in the installation of Troll hardware/software and peripheral components either at the customer’s location or over the phone
- Instructs customers in the use of equipment, software, and manuals
- Loads specified software packages as required
- Recommends or performs remedial actions to correct problems
- Provides updates, status, and completion information to the manager, problem request tracking system, and/or users, via voicemail, email, or in-person communication
- Refers major hardware problems to the engineering department for corrective action and follows up to completion
- Repairs the customer returned equipment
- Use customer service tools
- Domestic and international travel up to 25%.
Nonessential functions:
- Perform other duties as assigned
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.
- A basic technical understanding of RF systems, microwave, and airborne surveillance applications and systems
- Familiarity with the use of test equipment, fixtures and procedures used to test RF systems, communication systems, and analog and digital electronics
- Ability to occasionally lift and/or carry up to 50 pounds; stand, walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk, and hear.
- Must be able to travel up to 25% of the time, domestically and internationally
- Possess a valid Driver's License
- Possess a valid Passport
Education: Associate's degree or equivalent from two-year college or technical school preferred, or equivalent combination of education and experience
Experience: Six months minimum related experience and/or training, one year preferred
