TECHNICAL SUPPORT SPECIALIST 1

JVCKenwood USA Corporation•Irving, TX

20d

About The Position

Reporting to the Manager of Technical Services, will provide technical information and diagnostic support with respect to the repair and maintenance of Kenwood Land Mobile products.

Requirements

An AA degree in electronics or 6 years of technical or military experience will be accepted in lieu of education.
6+ 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.
Knowledge of EIA/TIA measurement standards and Military Standards for driven rain and vibration procedures.
Knowledge of basic IP configurations.
Experience with RF test equipment and soldering equipment.
Hand skills to use soldering equipment and common hand tools such as tweezers, screwdrivers, and needle-nose pliers.
Customer relations experience and skills.

Responsibilities

Provide Technical Support to dealers, service centers, manufacturers' sales representatives, sales staff, order desk, and tuning personnel.
Answering customer calls and opening service tickets.
Explaining product features, functions, and specifications found in brochures, manuals, and help screens in both written and verbal formats.
Explaining product programming, variations of programming to meet end-user custom requirements, and troubleshooting programming data file problems.
Explaining product configurations based on labor instructions and manuals.
Explaining product compatibility with other manufacturers’ products.
Troubleshooting our product to the component level using test equipment.
Troubleshoot entire systems for issues such as RF interference caused by improper installation or cabling and interference caused by inherent frequency combinations.
Use of our products and test equipment for duplication of the problem, or by using statistics, provides evidence of any potential quality issue.
Work with end users and dealers to collect data, duplicate issues, and correct issues related to our product and the entire system.
Based on the customer complaint, determine if a potential quality issue needs to be addressed.
Access failure analysis information and check the database for tendencies with other customers.
Collect all information required to duplicate the quality issue.
Duplicate and report potential quality issues.
Using the product and test equipment, duplicate the problem, or using statistics, provide evidence of a potential quality issue.
Create and issue a Quality Report to the Manager of the Department.
Test potential solutions offered from Communications QA in Japan.
Travel to trade shows, travel to dealer locations to administer training (part-time), and travel to dealer and customer locations for troubleshooting purposes.
Technically represent Kenwood at trade shows.
Help train level 1 technicians.
Help level 1 technicians with troubleshooting and issue duplication.