Electrical Support Specialist 1

Documents, trains, and supports both internal and external customers on the use, implementation and troubleshooting of Fike's Fire Protection electrical products. Receives and responds to customer requests and assists with troubleshooting systems in the field. Interacts with Engineering, Product Planning and Management, Marketing, Manufacturing, and Quality on the implementation and support of products, devices, components, and processes. The complexity of the work at this level requires initiative and independent judgment.

1. Interfaces with customer/distribution personnel to analyze product applications, materials, problem solving, trouble shooting, and repair.

2. Applies basic knowledge of electrical systems and applications to promptly answer customer needs.

3. Achieves customer satisfaction through helpfulness and creativity.

4. Must understand applications of product and respond appropriately in all situations to make recommendations to customer relative to effective use of Fike equipment.

5. Expected to multi-task with high technical call volume relating to the electrical portion of any Fike (or Fike sold) fire product.

6. Coordinates with Engineering to design, organize, write or modify user-friendly product manuals.

7. Creates technical bulletins and product updates to keep our distribution up to date on current conditions.

8. Develops troubleshooting aids.

9. Creates/modifies electrical training programs and manages learner accounts.

10. Conducts/facilitates training on Fike Detection and Control products and logs all training activities.

11. Authorizes all electronic returns, assists repair department with analysis, diagnosis, evaluations, and monitors reporting.

12. Communicates and interacts with internal customers (Engineering, Product Planning and Management, other Sales representatives, Manufacturing, Accounting, and Quality) to obtain prompt answers for customer.

13. Documents issues and findings to required groups.

14. Researches technical information.

15. Escorts Fike customers on tours of Fike facilities when required.

16. Travels to various customer facilities when required.

17. Troubleshoots problem sites.

18. Possible remote training.

19. Participates in emergency/after hour's product support coverage.

20. Maintains professional and technical knowledge by attending educational workshops and seminars, reviewing professional publications, networking and participating in professional societies.

21. Maintains the confidentiality of all information processed.

Subject Matter Understanding. Analytical. Computer Applications. Electrical/Electronic. Troubleshooting. Telephone. Presentation. Problem Solving. Customer Focused. Detail Oriented.

While performing the duties of this job, the environment is general office work and the employee is regularly required to walk, talk, hear, see, sit and use hands. Travel might be required.

REQUIRED: Associates' degree in electronics technology or an equivalent combination of education and experience. One year specifically related experience. Knowledge of electrical engineering principles, concepts, practices and theories.

PREFERRED: Experience or education in the field of fire protection or other related special hazard protection. Knowledge of CAD, Windows, Word and Excel. Basic understanding of NFPA standards and other related code requirements. Bi or multi-lingual. Good presentation skills. Instructional design and training systems experience.